Complaints Management Complaints Management

 

Croydon Shire Council intends to provide a level of customer service that does not attract complaints, but acknowledges the right of customers to provide feedback, both positive and negative, on the services it provides and the decisions it makes.  It also understands that there are occasions when people may wish to lodge a complaint.  Council will deal with complaints fairly, promptly and professionally and is committed to building the capacity of staff to effectively manage complaints in an environment of continuous improvement.

What is a complaint?

A complaint is not a customer request for service, a request for information or an inquiry seeking clarification of an issue.

A complaint is an expression of dissatisfaction by an affected person regarding a decision or other action of the Council.

Administrative action complaint is a complaint that:

  • a) Is about an administrative action of a local government, including the following,
  • - a decision, or a failure to make a decision, including a failure to provide a written statement    of reasons for a
  • decision
  • - an act, or a failure to do an act;
  • - the formulation of a proposal or intention;
  • - the making of a recommendation; and;

b) Is made by an affected person.

Administrative Action Complaint Process

The complaints process has been instituted to ensure that, to the greatest practical extent, any complaint is dealt with fairly, promptly, professionally, in confidence (subject to any legal requirements) and in a manner respectful to the complainant.

The complaints management process does not apply to a complaint:

  1. 1.  disagreeing with a lawful decision of an employee or Council;
  2. 2.  that could be made under Chapter 3 of the Act about competitive neutrality issues;
  3. 3.  about official misconduct that should be directed to the Crime and Misconduct Commission;
  4. 4.  about misconduct that should be directed to the Department of Local Government’s Chief Executive Officer;
  5. 5.  made under the Public Interest Disclosure Act 2010;
  6. 6.  about a staff or Councillor’s conduct matter.  Complaints about Councillor’s conduct will be dealt with under the;
  7.  relevant Act provisions;
  8. 7.  about a development decision made under the Sustainable Planning Act 2009 or other statutory instruments;
  9.  and legislation;
  10. 8.  about a court decision.

 

How do I make a complaint?

Complaints may be made by telephone (07) 4748 7100, in person to a council officer, by email to admin@croydon.qld.gov.au, in writing, by letter, fax, or by completing the Council’s complaint form.  All written complaints must be addressed to the Chief Executive Officer, Croydon Shire Council, PO Box 17, Croydon QLD 4871.

The complainant’s contact details should be identified so the Council can contact the complainant as required by the Act.  Anonymous complaints will also be dealt with under the complaints process.

How complaints are managed

Council will acknowledge receipt of the complaint. The complainant will be informed of the progress and outcome of the complaint in the same medium by which the complaint was initially made, e.g. a verbal response may be given to a complaint that was made verbally.

In general terms, the Council will endeavour to meet to the following timeframes for dealing with a complaint:

  • for urgent matters - within fourteen (14) days;
  • for non-urgent complaints that are not considered to be complex or where the complaint is to be investigated under the internal review mechanism - within thirty (30) days; or
  • for complex complaints or where the complaint is to be investigated under the external review mechanism - within sixty (60) days.

 

Review

The complaints process has been instituted to ensure that, to the greatest practical extent, any complaint is dealt with fairly, promptly, professionally, in confidence (subject to any legal requirements) and in a manner respectful to the complainant.

If a complainant is dissatisfied with the outcome, the matter can be referred for external review to the Queensland Ombudsman.

Dealing with complaints involving the public official

The Chief Executive Officer (CEO) is the public official of the Croydon Shire Council. Council has adopted a policy which requires all allegations of corrupt conduct made against its Chief Executive Officer to be referred to the Mayor. As part of implementing the policy, the Mayor has various obligations under the Crime and Corruption Act 2001 to notify the Commission of complaints received and to further deal with such matters appropriately in accordance with both the Act, and with any directions provided to the Mayor by the Commission.

Related information

Complaints Form

Complaints Management Policy

Public Interest Disclosure

Dealing with complaints about the public official

Queensland Ombudsman