Complaints process
Cairns Regional Council has a General Complaints Management Process that applies to Administrative complaints, Legal or Criminal complaints (including minor breach of the Model Code of Conduct for Councillors) and Competitive Neutrality Complaints.
(Note: This process excludes actions and decisions taken under legislation which provide for separate avenues of appeal, such as decisions made under the Integrated Planning Act, destruction orders for dogs, prosecutions made under Local laws that are appealable to a Magistrates Court, decisions under the Building Act 1975, matters relating Meeting Breaches, Repeat/Statutory Breaches under the Councillor’s Code of Conduct unless the complaint relates to administrative actions (or inaction) associated with the action or decision.)
How are Administrative Complaints made?
Administrative complaints refer to dissatisfaction with the level of service provided in regard to the Council's operations, policies, procedures, charges, staff and agents.
Administrative complaints are to be directed to Council in writing (either by letter, facsimile, email or online via the (Official Complaints form) or verbally (in person at Council offices or by phone).
How does Council deal with Administrative Complaints?
Council’s General Complaints Management Process Policy outlines the process for dealing with written and verbal administrative complaints.
Your complaint will be acknowledged in writing within 7 days, and will be investigated as expeditiously as possible. You will be advised, in writing, when action has been completed advising what remedial action (if any) has been taken in respect of your complaint.
If you are not satisfied with the manner in which a complaint was handled or the remedial action taken, you may lodge an appeal. The appeal may be conducted via an internal review process, and/or referred to an external Appeal Agency.
How to report legal or criminal complaints
These complaints relate to alleged breaches of any legislation and corrupt conduct.
Such complaints should be lodged in writing, addressed either to the CEO or Mayor.
How does Council deal with legal or criminal complaints?
Council’s General Complaints Management Process Policy outlines the process for dealing with legal or criminal complaints.
The CEO (or Mayor) shall assess the complaint to determine whether or not it involves a breach of legislation or corrupt conduct.
If the CEO (or Mayor) considers that the complaint does not involve a breach of legislation or corrupt conduct, it shall be dealt with in accordance with administrative complaints process. If it is deemed the complaint does involve an alleged breach of legislation or corrupt conduct, the matter shall be referred to the Crime and Misconduct Commission (CMC) or other relevant authority as required within the applicable legislation. If the conduct involves a criminal offence, the matter shall also be reported to the Queensland Police Service.
The complainant shall be informed of the action taken.
How to lodge a Competitive Neutrality complaint
Competitive Neutrality complaints should be in writing and addressed to the CEO.
How does Council deal with Competitive Neutrality complaints?
Council’s General Complaints Management Process Policy outlines the process for dealing with Competitive Neutrality complaints, in accordance with the Local Government Act 1993.
Within 30 days of Council receiving the competitive neutrality complaint, the complainant shall be notified of the result of the complaint; and the alternative avenues of redress that are available.
Further action
If a person feels that Council has not properly dealt with a complaint and wishes to pursue alternative avenues of redress, that person may wish to refer the matter to any of the following external Appeal Agencies:
Local Government Collaboration
Department of Local Government, Planning, Sport & Recreation
PO Box 15031,
CITY EAST QLD 4002
Telephone: (07) 3225 8606
Facsimile: (07) 3225 8612
Email: localgovernment@dlgpsr.qld.gov.au
Web: www.lgp.qld.gov.au
Queensland Ombudsman’s Office
GPO Box 3314,
BRISBANE Q 4001
Telephone: (07) 3005 7000
Toll free: 1800 068 908
Facsimile: (07) 3005 7067
Email: ombudsman@ombudsman.qld.gov.au
Web: www.ombudsman.qld.gov.au
Crime and Misconduct Commission
GPO Box 3123,
Brisbane Q 4001
Telephone: (07) 3360 6060
Toll free: 1800 061 611
Facsimile: (07) 3360 6333
Email: mailbox@cmc.qld.gov.au
Web: www.cmc.qld.gov.au