Complaints (Administrative Actions) Policy and Procedures

If you have a problem, issue or concern about the service, decision or action of Douglas Shire Council, we would like to hear about it.

Your comments provide us with valuable feedback to allow for continuous service improvements.

This process does not include notifications or requests for service.  To lodge a request for service or notification (e.g. a pot-hole or barking dog) please contact Customer Service on 4099 9444.

Section 268 of the Local Government Act 2009 requires Councils to establish a complaints management process for resolving administrative action complaints.

An administrative action complaint is a complaint made about an administrative action of the local government and includes:

  • a decision, or a failure to make a decision
  • an act, or a failure to do an act
  • the formulation of a proposal or intention, and
  • the making or a recommendation.

The complaint must be made by a person who is directly affected by the administrative action.

The Administrative Action Complaints Policy and Procedures  includes a process for resolving administrative action complaints as required by Section 306 of the Local Government Regulation 2012.

The complaints policy and process supports the local government principles of ethical standards of behaviour and effective processes to deliver good governance for the Douglas Shire Council community.

Reasonable assistance will be provided to help people make complaints, including translating and interpreting services and services for people with hearing or speech impairments. Council acknowledges that in certain circumstances a person may prefer to remain anonymous when making a complaint. This is not encouraged as it can compromise the quality of the investigation, however Council respects this right and will investigate all complaints received. Anonymous complaints can be made in writing to the Chief Executive Officer or by phone.

Additional information on how complaints are managed, expected time frames, and how customers will be informed of the progress and outcome of their complaint can be obtained by clicking on the link to the ‘Complaints Fact Sheet’ and/or ‘Complaints Policy and Procedures’ below:

Complaints Fact Sheet

Complaints Policy and Procedures

Complaints Form

If your matter is urgent it should be reported immediately to Council by phone on 07 4099 9444. Complaints forms can be sent to the Chief Executive Officer, Douglas Shire Council, PO Box 723, Mossman QLD 4873 or emailed to enquires@douglas.qld.gov.au.

Privacy Notice:  The information you supply to Council will be used for the purpose of responding to your complaint.  The collection of this information is authorised by the Information Privacy Act 2009.  Your personal details will only be provided to the Complaints Officer or when necessary to a relevant department officer for investigation purposes, and will not be disclosed to any third party unless you have given permission or Council is required to do so by law.