The Complaints Management Process is based on the principle that the public is entitled to a fair and effective response to their complaints against the decisions and actions of Councils. It is required for for dealing with general complaints about the administrative actions of Council. The Complaints Management Policy was adopted by the Scenic Rim Regional Council on 21 June 2011 in accordance with the the Local Government Act 2009.
Complaints Management Policy
Public Interest Disclosures
The main objectives of the Public Interest Disclosure Act 2010 are:
(a) to promote the public interest by facilitating public interest disclosures of wrongdoing in the public sector; and
(b) to ensure that public interest disclosures are properly assessed and, when appropriate, properly investigated and dealt with; and
(c) to ensure that appropriate consideration is given to the interests of persons who are the subject of a public interest disclosure; and
(d) to afford protection from reprisals to persons making public interest disclosures.
The attached Management Plan has been approved by the Chief Executive Officer in compliance with this legislation and includes information about:
- what is a Public Interest Disclosure;
- Council’s commitment to the objectives of the PID Act; and
- Council’s procedures for dealing with Public Interest Disclosures.
Any enquiries regarding this matter should be directed to Council's Governance section.
Ombudsman (Qld)
The Queensland Ombudsman investigates complaints about the decisions and actions of Queensland state government agencies, local councils and universities.
Try to resolve your complaint with the relevant agency first. All public agencies should have established complaint handling processes. They can provide advice on how to make a complaint or seek a review.
If you are not satisfied with the response or there is undue delay in dealing with your complaint, you can complain to the Queensland Ombudsman .
The following table shows examples of the types of complaints that the Ombudsman’s Office investigates.
| Qld Government Departments | Local Government | Public Agencies |
|---|
- Licences and motor vehicle registration
- Child protection
- Workplace health and safety
- Access to state benefits
- Environmental control issues
- Crown land and water resource allocation
- School problems
- Public housing eligibility
- Prison concerns
- Land resumption
- Public hospital issues
| - Rates and charges
- Land use, building or licensing decisions
- Services such as garbage, roads, footpaths, drainage
- Issues of notices (e.g. weeds, dangerous dogs)
- Enforcement of local government laws
- Environmental management
| - Workers compensation claims
- Legal aid applications
- Public trustee matters
- Superannuation payments
|
The Ombudsman’s Office also offers services to help local governments improve their complaints management processes.
Visit www.ombudsman.qld.gov.au.
Any enquiries regarding this matter should be directed to Council’s Governance section.
