| Addressing Complaints and Grievances
Complaints about Council policies, procedures, purchasing and tender processes, services or fees
The 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:
- Council policy on handling of complaints;
- the timeframe within which a response to a complaint will be given; and
- details of how a decision on a complaint can be reviewed.
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.
Click on
Links to visit your Council's website.
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:
- open and effective competition;
- value for money;
- enhancement of the capabilities of local business and industry; and
- ethical behaviour and fair dealing.
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.
Click on
Links to visit your Council's website.
Complaints about Councillor conduct
Under 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:
- conflicts of interest;
- the use of the office of councillor, mayor or deputy mayor;
- the use of Council resources;
- the use of Council information;
- the giving and receiving of gifts and benefits;
- relationships with the community, other councillors and council employees; and
- the representation of the Council.
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.
Click
on
Links to visit your Council's website.
Complaints about a Council, Councillor, General Manager or Council employee for non-compliance or offences under the Local Government Act 1993
Any 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 employee of a Council
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, Local Government Division, will
assess your complaint and undertake a formal investigation,
if appropriate.
A general
information guide about the complaint-making process is
provided.
You may initiate contact with the Local Government Division
on-line regarding your complaint by making a complaint
enquiry, or you can contact us by telephone or email. To
make a complaint enquiry,
click on this link, complete the details and press send. We
will then contact you to discuss your complaint with you and,
if appropriate, assist you to make a formal complaint to the
Director of Local Government under the
Local Government Act 1993.
Complaints about administrative actions of Councils
A 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:
More information about the Ombudsman's role and a complaint form which can be filled out on-line are available at Office of the Ombudsman.
|