COMPLAINTS & REQUESTS
Complaints (Administrative Actions) Policy and Procedures
If you have a problem, issue or concern about the service, decision or action of Cook Shire Council, we would like to hear about it. Your comments provide us with valuable feedback to allow for continuous service improvements. This process does not include notifications or requests for service. To lodge a request for service or notification (e.g. a pot-hole or barking dog) please contact Customer Service on 4082 0500 or email mail@cook.qld.gov.au.
Section 268 of the Local Government Act 2009 requires Councils to establish a complaints management process for resolving administrative action complaints.
An administrative action complaint is a complaint made about an administrative action of the local government and includes:
- a decision, or a failure to make a decision
- an act, or a failure to do an act
- the formulation of a proposal or intention, and
- the making of a recommendation.
The complaint must be made by a person who is directly affected by the administrative action.
Council’s Administrative Action Complaint Management Policy details the overarching principles adopted by Council to ensure that all complaints are managed effectively, efficiently and in accordance with legislative requirements.
Council’s Administrative Action Complaints Management Process details the process for resolving administrative action complaints as required by Section 306 of the Local Government Regulation 2012.
The process supports the local government principles of ethical standards of behaviour and effective processes to deliver good governance and the best outcomes for the Cook Shire community.
Reasonable assistance will be provided to help people make complaints when required.
Council acknowledges that in certain circumstances a person may prefer to remain anonymous when making a complaint. This is not encouraged as it can compromise the quality of the investigation, however Council respects this right and will investigate all complaints received. Anonymous complaints can be made in writing to the Chief Executive Officer.
If your matter is urgent it should be reported immediately to Council by phone on 4082 0500.
Complaints can be sent in writing to the Chief Executive Officer, Cook Shire Council, PO Box 3, Cooktown QLD 4895 or emailed to mail@cook.qld.gov.au.
Privacy Notice: The information you supply to Council will be used for the purpose of responding to your complaint. The collection of this information is authorised by the Information Privacy Act 2009. Your personal details will only be provided to the Complaints Officer or when necessary to a relevant department officer for investigation purposes, and will not be disclosed to any third party unless you have given permission or Council is required to do so by law.