Complaints Management Process Complaints Management Process

Complaints Management
Council is committed to managing customer feedback and ensuring all complaints are dealt with in a fair, prompt and confidential manner. If you have a complaint about the Winton Shire Council, we would like to hear about it. We always want to do things better, if we can. 

Administrative Action Complaints
Council has in place a formal "administrative action complaints process”, which provides customers with the opportunity to request a review of administrative decisions made by Council officers or Council where there are no other formal appeal provisions available under legislation or within Council. An administrative action may include a decision, or a failure to make a decision, a failure to provide a written statement of reasons for a decision, an act, a failure to do an act, the formulation of a proposal or intention, or the making of a recommendation.

This complaints process is not about raising a "request for service", these should be made directly to Council’s customer service team.

Administrative matters relate to the actions or decisions made by council administration, but do not include:

  • Requests for information
  • Requests for service (where you want Council to take action in relation to a service or product provided by Council eg, barking dog, leaking water pipe, pot hole, road maintenance, etc)
  • Suggestions, enquiries or petitions
  • Comments submitted during formal consultation or negotiation processes
  • Councillor conduct

Section 268(2) of the Local Government Act 2009 defines an ‘administrative action complaint’ as a complaint that:

(a) Is about an administrative action of a local government, including the following, for example –
(i) A decision, or a failure to make a decision, including a failure to provide a written statement of reasons for a decision;
(ii) An act, or failure to do an act;
(iii) The formulation of a proposal or intention;
(iv) The making of a recommendation; and
(b) Is made by an affected person.

 

To lodge a complaint, please complete and submit the online form below. Alternatively, you may lodge a complaint via one of the following methods:

  • email a completed Complaint Form to complaints@winton.qld.gov.au
  • visit Council Office to lodge your complaint in person
  • or print and complete the Complaint Form and post to PO Box 288, Winton QLD 4735.
    (Please note an anonymous form may be lodged via post)

 

Other Important Information

Administrative Action Complaints Process Policy (PDF, 124KB)

Complaint Form (PDF, 72KB)‚Äč

Queensland Ombudsman Website

Online Complaint Form Online Complaint Form

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