Council has an Administrative Action Complaints Policy to ensure that all complaints are dealt with in a fair and efficient manner.
TYPES OF COMPLAINTS
Customer Service Requests
Any initial concerns you have, or a request for service, should be managed in the first instance by lodging a general request for action. These may include (for example) matters like:
- Animal management concerns
- Abandoned vehicles
- Dogs straying
- Overgrown allotments
- Matters relating to roads
A customer request can be lodged by contacting council on:
Phone on 07 4621 6600;
Email admin@btrc.qld.gov.au.
Administrative Action Complaints
If you are not happy with something that council has done or a decision of council you can make an administrative action complaint. The types of complaints dealt with by this process include:
- A complaint about a council decision or act
- A failure to make a decision or do an act
- A complaint about a breach of privacy
- Human rights/discrimination complaints
- Complaints about the breach of privacy
- Complaints about the conduct of a council staff
- Complaints relating to corrupt conduct
- A Public Interest Disclosure
- Complaints not otherwise listed (‘General complaints’).
If you would like to make an administrative action complaint, please put your complaint in writing using one of the following methods:
Email to ceo@btrc.qld.gov.au
By post addressed to the CEO, PO Box 21, Blackall QLD 4472;
Over the counter at council's administration offices.
How to Lodge a Human Rights Complaint
To find out more information on Human Rights Complaints please click here.
What to Include in Your Complaint
Please provide the following information to assist us with the investigation of your complaint:
- As much detail as possible about the matter
- List any Council staff, departments, other agencies or authorities you have already reported this matter to
- Your contact details - i.e. your name and at least one method of contact (phone, email, address)
- Enclose any supporting information such as photos, correspondence, contact details of anyone else who can support your complaint
- Whether you require an outcome communicated to you
Anonymous complaints will be accepted, but please note that a response cannot be provided. Providing an anonymous complaint may restrict our ability to resolve the matter.
Your complaint will be managed in accordance with council's Administrative Action Complaint Policy.
Useful Tips When Lodging Your Complaint
- Be clear and concise by telling us how you want the issue resolved.
- If your matter is complex, it may more effective if you email council providing all copies of your supporting documentation.
- Please stick to the main facts. Please do not use any assumptions or innuendo and provide only as much detail as is needed for council to understand and resolve your issue.
- Ensure that your request is reasonable and realistic. Please keep in mind that Council must act in the interest of the general community and entire local government area. Council does not have jurisdiction to investigate complaints that may be as a result of neighbourhood disputes.
Further Information
General Complaints (Administrative Actions) Policy
General Complaints (Administrative Actions) Procedure
Public Interest Disclosures
Privacy
Council will use any personal information collect for the purpose of investigating your complaint and for remaining in contact with you. Council is authorised to collect this information under the Local Government Act 2009 and other local government legislation. Your personal information is dealt with in accordance with council's Information Privacy Policy.