Complaints

Administrative Action Complaint

Council is commited to providing a high level of customer service and welcomes feedback and complaints to continually improve our processes and service delivery. The complaints process has been instituted to ensure that complaints are addressed and resolved effectively.

Council aims to resolve complaints at the first point of contact. Where this is not possible the time to resolve or respond to your complaint will depend on how complex the matter is.

The Officer dealing with the complaint will contact you within 10 working days of receiving the complaint to let you know how they will deal with it.

The Officer will advise the outcome of your complaint.

What is an administrative action complaint?

• A complaint regarding how a previous request that personally affects you has been handled
• Requesting a review of a decision or action made by Council that personally affects you

A request for a service such as a barking dog, replacement waste bin or a pothole are not addressed under the complaints process. A request for a service can be found here or please call 1300 79 49 29.

How do I make a complaint?

There are a number of ways you can lodge a complaint:

• In person to a Customer Service Officer at Council's administrative centres or branch officers or by calling 1300 79 49 29
• By filling in the Administrative Action Complaint form on this page (see Downloads)
• In writing, by letter, fax or email, addressed to the Chief Executive Officer:
  
  PO Box 1973 Hervey Bay Qld 4655
  Fax: 07 4197 4455
  Email: enquiry@frasercoast.qld.gov.au

Council does accept and investigate anonymous complaints, however if insufficient information is provided Council may refuse to investigate.

I need help to make a complaint

If our complaint form is not in your language, please call the National Translating and Interpreting Service (NTIS) on 131 450. Advise the NTIS of your preferred language and ask to speak with the Fraser Coast Regional Council Customer Service on 1300 79 49 29.

If you need assistance because of a hearing or speech impairment please contact the National Relay Service on 133 677. If you can speak and hear but sometimes people have trouble understanding you, the number to call at the Relay Service is 1300 555 727.

Related links

• General complaint

Downloads

• Administrative action complaint process policy (PDF,242kB)
• Administrative action complaint - editable form (PDF,1.5MB)

Contact us

Please contact Council on 1300 79 49 29 or email enquiry@frasercoast.qld.gov.au