Amendments to the Queensland Local Government Act in 2005 required all Councils to formally adopt a process by March 2006 for managing and resolving complaints. Bordering the western boundary of Toowoomba in Queensland, Jondaryan Shire Council has introduced a process to formalise its existing procedures to deal with complaints fairly, promptly and professionally.
Jondaryan Shire Mayor, Councillor Peter Taylor, said the process is designed to handle complaints about administrative actions of Council or its staff, or minor breaches of the Jondaryan Code of Conduct by Councillors.
“It does not apply to more serious issues such as official misconduct, which would be reported to the Crime and Misconduct Commission,” he said.
The first step in the new system is to review the complaint within the relevant service area. For example, a complaint regarding a decision about roads is referred to the Department of Engineering Services.
If the complaint is not resolved, it is then referred to a Complaints Officer. “To ensure the process is fair to all, no anonymous complaints will be accepted,” the Mayor said. “Details of the complaint are immediately entered into a Customer Request Program and a Complaints Officer is appointed to review the complaint.”
Where the complaint involves a Council staff member, the CEO or a designated Complaints Officer will conduct an internal review. External reviews will occur if the complaint involves an action or decision at a Council meeting or by the CEO. They will also occur where there is a minor breach by a Councillor. A Complaints Officer, drawn from a panel of appropriately qualified external individuals, will conduct external reviews.
Time limits ranging from 14 to 45 days will be set for reviews. Remedies for addressing administration actions may include an explanation for the action, an admission of fault, an apology, revocation or amendment of the decision, rectification, which may include replacement or repair, revision of a relevant policy procedure or practice, provision of technical assistance, reimbursement of costs, compensation or waiver of debt.
“With this complaints process, Council will ensure it remains committed to its high standards of accountability and transparency,” Mayor Taylor said.
For further information contact Geoff Adams, Council’s Community and Economic Development Officer, on (07) 4691 1388.
