Complaints management is a vital component of every decision-making framework and is especially important for agencies that have daily interaction with the community for the purposes of providing services.
Council’s General Complaints Process applies to all staff, contractors, agents or Councillors of the Torres Strait Island Regional Council and allows both internal and external complaints about how Council conducts its business.
An efficient General Complaints Process is essential to ensuring improvement in service delivery and constituent satisfaction.
Categories of complaint
The following categories of complaints are available: -
Category A Performance of a Council employee, contractor or agent:
Category A complaints should firstly be lodged in writing with the relevant Executive Manager in charge of the personnel complained of.
Category B Action or in-action taken/failed to be taken by Council.
Category C Complaint regarding Council Enterprise.
Category D Complaint against a Councillor
Category E Information Complaint (Information Privacy or Right to Information Complaint)
Process for making a complaint
The below form should be completed by the aggrieved and lodged directly with the Chief Executive Officer by mail, email or fax.
Complaints made in an incorrect form or with insufficient information shall not be considered by Council.
Once a complaint is lodged, a Complaints Officer shall contact you to advise if any further information is required and advise of the process to be followed in the investigation.
- Our Region
- About Council
- Contact Us