Queensland Ombudsman’s review of the complaints management systems of local Councils in Queensland
17 September 2010
The report by the Queensland Ombudsman into a review of the complaints management systems of local Councils in Queensland was tabled in Queensland Parliament this week.
The report follows the Ombudsman’s audit of complaints management systems of 57 Local Governments. In his report the Ombudsman reflected on several recommendations to improve the way Local Governments handle complaints, made throughout the development of the recent Local Government Act 2009. The Ombudsman was pleased to note that his main recommendations have been included in the commencement of new Act and its regulations.
In accordance with the Ombudsman’s recommendations, the new legislation affords Local Governments with the flexibility to determine the specifics of their complaints management process to best suit individual administrative circumstances, as long as certain basic requirements are considered.
Local Governments have until 1 July 2011 to make any amendments to their current complaints management process, or if desired, to develop a new complaints management process under the new legislation.
To assist Local Governments in implementing these requirements under the legislation, the Department of Infrastructure and Planning has developed a fact sheet.
If you have any questions or would like more information, please contact your Department of Infrastructure and Planning regional office.
View the Ombudsman’s report on the Queensland Parliament’s website:
- Complaints Matter - A review of the complaints management systems of local councils in Queensland ( 6.08 MB)