Complaints management Complaints management

If you wish to make a Request for Service or to provide feedback to Council regarding a public issue, please click here to select your available options. The information below is provided to assist persons wishing to make a complaint against Council.     

Council's Complaints Management Policy outlines Council's commitment to managing complaints in a responsive, efficient, fair and economical way.

1 Our Commitment

Council recognises that properly handled and analysed complaints and feedback will help to improve its business processes. We endeavour to be complaints-friendly and will promote natural justice by investigating complaints as appropriate and conducting independent reviews of decisions where requested. 

2 Lodgement of Complaints

Complaints may be lodged with Council either:
• by email addressed to mail@scenicrim.qld.gov.au;
• by fax to Council at 07 5540 5103;
• in writing at a Customer Service Centre;
• by letter addressed to: Chief Executive Officer, Scenic Rim Regional Council,
PO Box 25, Beaudesert QLD 4285; or
• verbally to a Councillor or to an on-duty Council Administrative Officer (subject to the below).

Verbal complaints will generally not be accepted in respect of:
• Complaints of a complex or detailed nature which may require detailed investigation and analysis of the facts;
• Competitive Neutrality Complaints which in accordance with Section 45(1) of Local Government Regulation 2012 must be submitted in writing; and
• Complaints about the performance of Councillors

Where requested, Council will provide appropriate assistance to persons with language or physical disabilities which inhibit their capacity to formally lodge a complaint.

3 Privacy & Confidentiality

Anonymous complaints will be accepted but anonymity may inhibit Council obtaining further particulars regarding the subject matter or providing feedback to the complainant.          

Intending complainants should note that Council may be obliged to disclose their personal details to an external body for investigation or under legal or statutory processes. Also a complainant's identity may become obvious to another party as a consequence of an investigation process or subsequent enforcement action.

4 Complaint Processes
4.1 Administrative Action Complaints
Administrative Action Complaints are complaints made by an affected person about administrative actions of Council, a Councillor or a Council Officer. These can relate to decisions, proposed decisions, recommendations, actions or inactions and will be managed in accordance with Council's Administrative Action Complaints Process. The Administrative Action Complaints Process is attached to Council's Complaints Management Policy.

4.2 Competitive Neutrality Complaints
A Competitive Neutrality Complaint is a complaint made by an affected person that Council has failed to conduct a business activity in accordance with the competitive neutrality principle - e.g. by utilising its position to compete unfairly with a business competitor. Complaints of this type will be managed in accordance with Council's Competitive Neutrality Complaints Process.  The Competitive Neutrality Complaints Process is attached to Council's Complaints Management Policy.

4.3 Corrupt Conduct Complaints
Corrupt conduct is defined in Chapter 1 Part 4 Division 2 of the Crime and Corruption Act 2001.
Council will deal with any complaint, information or matter received involving corrupt conduct or suspected corrupt conduct by a Councillor or Council officer in accordance with its Corrupt Conduct Complaints Process. The Corrupt Conduct Complaints Process is attached to Council's Complaints Management Policy.
 

4.4 Complaints of Misconduct or Inappropriate Conduct by Councillors
Section 176 of the Local Government Act 2009 defines misconduct and inappropriate conduct by Councillors. Complaints of misconduct and inappropriate conduct will be dealt with in accordance with Chapter 6 Part 2 Division 6 of the Local Government Act 2009.
Section 181A of the Local Government Act 2009 states that the Chief Executive Officer must keep a record of all complaints received and the outcome of each complaint, including any disciplinary action or other action that was taken in relation to the complaint. Subsection (2) requires that the public may inspect the part of the record that relates to outcomes of the complaints at the local government's public office or on the local government's website.

CLICK HERE to a view a copy of the record of written complaints.
 

4.5 Complaints of Improper Conduct by Council Employees

Complaints of improper conduct (e.g. inappropriate acceptance of gifts) or misuse of information by Council employees should be referred to Council's Chief Executive Officer.
Where appropriate, the Chief Executive Officer or Manager Human Resources may commence disciplinary proceedings in accordance with Council's Staff Formal Disciplinary Procedure.

4.6 Privacy Complaints
A person who considers that Council has not dealt with their personal information in accordance with the Information Privacy Act 2009 may make a Privacy Complaint to Council. Information regarding the process for making privacy complaints is included in Council's Information Privacy Plan.