Complaints Management

Administrative Complaints Management

What is a complaint?

A complaint is not a customer request for service, a request for information or an inquiry seeking clarification of an issue.  A complaint is an expression of dissatisfaction by an affected person about an administrative action of council, which in the judgement of the receiving officer, is of sufficient substance to warrant action under the Administrative Action Process.

Our Administrative Complaint Process

An Administrative Complaints Process has been developed to manage complaints efficiently, effectively, objectively and fairly.  The Administrative Complaints Process does not apply to the following matters:

  • competitive neutrality complaints
  • Councillor conduct including the Mayor
  • staff conduct or a breach of the Code of Conduct for Council Officers;
  • Public interest disclosures
  • Anti-discrimination, Equal Employment Opportunity Policy or industrial matters including the Certified Agreement
  • the level of service provided by Council, as determined in the annual budget process e.g. waste services or road maintenance
  • civil and/or insurance matters

These matters are dealt with under other processes.  For more information, contact us.

How do I make a complaint?

Contact us to lodge a formal complaint.  All written complaints must be addressed to the Chief Executive Officer, Etheridge Shire Council, PO Box 12, Georgetown Qld 4871.

External Review

Our Administrative Complaints Process has been developed to manage complaints efficiently, effectively, objectively and fairly. However, if a complainant is dissatisfied with the outcome, the matter can be referred for external review to the Queensland Ombudsman.

Dealing with complaints involving the public official

Council is required, in consultation with the Chairman of the Crime and Corruption Commission, to develop and adopt a policy dealing with complaints involving its public official.  In a local government context, the public official is Council's Chief Executive Officer. Council has adopted a relevant policy which requires all allegations of corrupt conduct made against its Chief Executive Officer to be referred to the Mayor.  As part of implementing the policy, the Mayor has various obligations under the Crime and Corruption Act 2001 to notify the Commission of complaints received and to further deal with such matters appropriately in accordance with both the Act and with any directions provided to the Mayor by the Commission.

Related Information



Administrative Complaints Process Policy & Form

Administrative Complaints Process Flow Chart