Council has a formal administrative review process, called the "administrative action complaints process", in place. This process provides customers the opportunity to request an administrative review of decisions made by Council officers or Council in relation to the length of time, quality or how an officer has treated a customer and where there are no other appeal provisions available.
Council places a high value on feedback from its customers and this feedback is used to shape and refine the future delivery of products and services.
A crucial part of the feedback process is the Administrative Action Complaints Policy. A key objective of this policy is to promote public confidence in Council by ensuring openness and transparency in handling applications for administrative review of decisions made about its services and products.
How to lodge an administrative review application
If you have not previously raised this matter or lodged a complaint with Council, you must first contact Council to raise the issue. You are encouraged to play an active part in the resolution of the problem by providing Council with as much relevant information as possible and any supporting evidence to enable a solution to be found.
For all matters involving a Council officer, you should contact the staff member you have been dealing with in the first instance. This officer will try to resolve the problem where possible, or the matter may be referred to another more appropriate officer to attempt a resolution.
If you remain dissatisfied with the action taken at that level, you are encouraged to contact the staff member's supervisor and, if you wish, seek to have the decision or outcome reviewed. Council will acknowledge receipt of your request for a review and provide you with a response following consideration of the matter.
Your request for review may be made orally, however you are encouraged to put your request for review in writing.
There is no fee associated with lodging an administrative review application.
Once an administrative review request has been received, Council is generally obliged to make a decision within 90 days. For more complicated issues, the timeframe for receiving a response is 140 days.
In the event that you remain dissatisfied with the review undertaken by Council under this process you may refer the matter to an external complaint management body, such as the Queensland Ombudsman's Office.
For further details and information on how to make an administrative review application or for further information, please contact Council on 07 5424 4000.