Making a complaint
Complaints about council policies, procedures, purchasing and tender processes, services or feesThe resolution of complaints against councils is the responsibility of the respective council. The Local Government Act 1993 includes accountability measures under which councils can be held responsible to their communities for their actions and decisions. Customer service charters Councils must all have customer service charters. These charters explain how councils will deal with a complaint. Charters typically provide:
For more information, you can obtain a copy of your council's customer service charter from the council's website or directly from the council. You can find contact details for your local council and links to its website in the Local Government Directory. Codes for tenders and contracts Under the Local Government Act 1993 all councils are required to have a code for tenders and contracts, providing a framework for best practice tendering and procurement methods and incorporating the following purchasing principles:
The code for tenders and contracts is required to include a complaint resolution process. You can obtain a copy of your council's code from the council's website or directly from the council. You can find contact details for your local council and links to its web site in the Local Government Directory.
Complaints about councillor conductUnder the Local Government Act 1993 all councils must have a code of conduct. A code of conduct sets out the standard of behaviour that councillors are required to meet when carrying out their roles and functions. The Local Government (General) Regulations 2005 provide the matters that need to be covered in a code of conduct, including:
If you believe that a councillor has failed to comply with his or her obligations under the code of conduct, you may make a written complaint to your mayor (or deputy mayor if the complaint relates to the mayor). Your complaint must provide details of the alleged failure and identify the complainant. It must also be lodged within 90 days of the alleged failure and be accompanied by the prescribed fee. For more information, obtain a copy of your council's code of conduct from its website or directly from the council. You can find contact details for your local council and links to their web site in the Local Government Directory.
Complaints about a council, councillor, General Manager or council employee for non-compliance or offences under the Local Government Act 1993Any person may contact the Local Government Division to seek information about making a complaint where it is genuinely believed that a councillor, general manager or council employee may have committed an offence under the Local Government Act 1993, or failed to comply with the requirements of the Act. A complaint can also be made if it is believed that a council may have failed to comply with the requirements under the Local Government Act 1993. Complaints alleging criminal conduct, such as fraud, will be referred to Tasmania Police for investigation. Otherwise, the Director of Local Government will assess your complaint and undertake a formal investigation, if appropriate. A general information guide You may initiate contact with the Local Government Division regarding your complaint by making a complaint enquiry online, or you may contact us by telephone (03 6232 7022) or email (lgd@dpac.tas.gov.au). To make a complaint enquiry, click on this link, complete the details and click on 'submit'. We will contact you to discuss your complaint and, if appropriate, assist you to lodge a formal complaint with the Director of Local Government under the Local Government Act 1993.
Complaints about administrative actions of councilsA further avenue of investigation of complaints about administrative actions of councils is available through the Office of the Ombudsman.. The Ombudsman will expect the initial steps in resolution of a complaint, as outlined above, to have been completed before a complaint will be considered. The Ombudsman can be contacted at: Office of the Ombudsman More information about the Ombudsman's role and a complaint form that can be filled out online are available at Office of the Ombudsman.
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This page was last modified on
Friday, 19 June, 2009
