Complaints

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Wujal Wujal Aboriginal Shire Council works to provide a level of customer service that does not attract complaints, but acknowledges the right of customers to provide feedback, both positive and negative, on the services it provides and the decisions it makes. 

Council also understands that there are occasions when people may wish to lodge a complaint.  Council will deal with complaints fairly, promptly and professionally and is committed to building the capacity of staff to effectively manage complaints in an environment of continuous improvement. 

What is NOT a complaint? 

A complaint is NOT a customer request for service, a request for information or an inquiry seeking clarification of an issue. 

The complaints management process does not apply to a complaint: 

  • disagreeing with a lawful decision of an employee or Council;
  • that could be made under Chapter 3 of the Act about competitive neutrality issues; 
  • about official misconduct that should be directed to the Crime and Misconduct Commission; 
  • about misconduct that should be directed to the Office of the Independent Assessor 
  • made under the Public Interest Disclosure Act 2010; 
  • about a staff or Councillor’s conduct matter. Complaints about Councillor’s conduct will be dealt with under the relevant Act provisions; 
  • about a development decision made under the Sustainable Planning Act 2009 or other statutory instruments and legislation;
  • about a court decision. 
What is a complaint? 

A complaint is an expression of dissatisfaction by an affected person regarding a decision or other action of the Council, these are formally called ‘Administrative Action Complaints’.  An Administrative Action Complaint must be made by the person affected and may be about an administrative action of a local government, including the following: 

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

The complaints management process is designed to ensure any complaint is dealt with fairly, promptly, professionally, in confidence (subject to any legal requirements) and in a manner respectful to the complainant. 

How do I make a complaint? 

Complaints may be made by telephone (07) 4748 7100, in person to a council officer, by email to info@wujal.qld.gov.au in writing, by letter, fax, or by completing the  Complaint Lodgement Form(PDF, 228KB). 

All written complaints must be addressed to the Chief Executive Officer, Wujal Wujal Aboriginal Shire Council, 1 Hartwig Street, Wujal Wujal QLD 4895.  

The complainant’s contact details should be identified so the Council can contact the complainant as required by the Act. Anonymous complaints will also be dealt with under the complaints process. 

How complaints are managed 

Council will acknowledge receipt of the complaint.  

The complainant will be informed of the progress and outcome of the complaint in the same medium by which the complaint was initially made, e.g. a verbal response may be given to a complaint that was made verbally. 

In general terms, the Council will endeavour to meet to the following timeframes for dealing with a complaint: 

  • for urgent matters - within fourteen (14) days;
  •  for non-urgent complaints that are not considered to be complex or where the complaint is to be investigated under the internal review mechanism - within thirty (30) days; or
  • for complex complaints or where the complaint is to be investigated under the external review mechanism - within forty (40) days. 
Review 

The intention of the complaints process is to deal with any complaints fairly, promptly, professionally, in confidence (subject to any legal requirements) and in a manner respectful to the complainant. 

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 

The Chief Executive Officer (CEO) is the public official of the Wujal Wujal Aboriginal Shire Council. Council has adopted a policy which requires all allegations of 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. 

Forms: 

Complaint Lodgement Form(PDF, 228KB)

Complaint Management Process(PDF, 317KB)

Competitive Neutrality Complaints Management Form Preliminary Request(PDF, 127KB)

Adminstrative Action Compliants Management Form(PDF, 188KB)

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