Administrative Action Complaints

What is an Administrative Action Complaint?

If you have been directly affected by a decision or action of Council, you can request a review of that decision or action.

Our Complaints Management Policy(PDF, 197KB) and Administrative Action Complaint procedure(PDF, 622KB) outline how complaints are managed in a fair, consistent and timely way. For full details, refer to these documents.

A complaint is not the same as a service request or general enquiry. For example, requests such as reporting a barking dog, requesting road repairs, or asking for information should be submitted by contacting Customer Service.

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Who can make a complaint?

You can make an Administrative Action Complaint if you are directly affected by a Council decision or action. Complaints can also be made on behalf of another person where appropriate authority is provided. For full eligibility requirements, refer to the policy and procedure.

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How do I make a complaint?

You are encouraged to put your complaint in writing so it can be clearly understood and assessed.

You can make a complaint using one of the options below.

Online: By filling in the online form.

Email: Download, print and complete the Complaint Form(PDF, 39KB)

Scan the completed form and email to: enquiry@frasercoast.qld.gov.au

Mail: Download, print and complete the Complaint Form(PDF, 39KB)

Fraser Coast Regional Council
PO Box 1943
Hervey Bay
Qld 4655

Phone: Contact Council’s call centre on 1300 79 49 29

You can also deliver the completed Complaint Form to your local Customer Service Centre.

Complaints should generally be lodged within 12 months of the decision or action, unless exceptional circumstances apply.

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How Council investigates your complaint

Council will assess your complaint and manage it in accordance with the Complaints Management Policy(PDF, 197KB) and Procedure(PDF, 622KB). If required, your complaint may be reviewed at different levels within Council to ensure it is considered fairly and independently.

Following assessment, Council may:

• Proceed with a review or investigation
• Contact you for further information or clarification.
• Decline to take further action where grounds exist under Council’s policy.

Please be aware that by lodging a complaint, the matter is not automatically suspended or put on hold.

See Factsheet(PDF, 276KB) for more information about how complaints are managed.