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Managing the Complaints Process

General Complaints Process

Western Downs Regional Council intends to provide a level of customer service that does not attract complaints, but acknowledges the right of persons to provide feedback, both positive and negative, on its services and/or to lodge a complaint about a decision or other action it takes. The complaints process has been instituted to ensure that, to the greatest practical extent, any complaint is dealt with fairly, promptly, professionally, in confidence (subject to any legal requirements and in a manner respectful to the complainant.

Council’s Complaints Management Policy outlines the process for dealing with administrative complaints. An ‘Administrative Action Complaint’ is defined as a complaint about a local government’s:

  • decision, or failure to make a decision (including failure to provide a written statement for reasons for a decision);
  • act, or failure to do an act;
  • formulation of a proposal or intention; or
  • making of a recommendation.

Complaints Fact Sheet

 

Complaints about Councillors

Complaints about the conduct of Councillors should be made to the Office of the Independent Assessor. The Independent Assessor will receive and assess all Councillor conduct complaints.

The Office of the Independent Assessor may be contacted via:-

  • phone: 1300 620 722
  • email: OIAcomplaints@oia.qld.gov.au
  • in person: Level 13, 53 Albert Street BRISBANE QLD 4000
  • mail: PO Box 15031 CITY EAST QLD 4002

 

Confidentiality and Information Privacy

The confidentiality of witnesses and information is respected at all times. However, our ability to keep your information confidential may be limited depending on the seriousness of the suspected misconduct, right to information legislation and other legal processes.

Western Downs Regional Council will collect your personal information for the purposes of assessing your complaint and to ensure that Council is able to remain in contact with you regarding the status of your complaint.

Your personal information will only be accessed by employees and/or Councillors of Western Downs Regional Council. Some of this information may be given to: an external investigator for the purposes of investigation; the person complained about where the rules of natural justice requires; the Queensland Ombudsman in the event that a review of Council’s decision is requested; Council’s solicitor or insurance broker and/or underwriter where legal or insurance advice is required; the Crime and Misconduct Commission and Queensland Police Service in the event that the matter involves criminal conduct or official misconduct, and other authorised government agencies as required to process your complaint.

Subject to the above disclosures, your personal information will not be given to any other agency unless you have given us permission or we are authorised or required by law to do so.

 

How to lodge a complaint

Administrative complaints are to be directed to Council in writing (either by letter, facsimile, email or online via the complaints form) or verbally (in person at Council offices or by phone).
Complaints should be forwarded to:-
The Chief Executive Officer
Western Downs Regional Council
PO Box 551
DALBY QLD 4405
Phone: 1300 COUNCIL (1300 268 624)
Fax: (07) 4679 4099
Or emailed to info@wdrc.qld.gov.au