Types of complaints

There are two types of Complaints and they are dealt with differently. If they relate to;

  1. The services, decisions or actions of Mareeba Shire Council as an organisation or its staff, they are initially handled by Council and that process is dealt with below.
  2.  The actions, conduct or behaviour of the Mayor or a Councillor, they are dealt with as set out below.

Complaints about the Council or Staff

If you have a problem, issue or concern about the services, decisions or actions of Mareeba Shire Council or its staff, we would like to hear about it.

A complaint may be made:

  • In person to a Customer Service Officer located at one of Council’s Customer Service Centres
  • By telephone to Council’s general service number: 1300 308 460
  • By email to: info@msc.qld.gov.au
  • In writing by letter to:
    Chief Executive Officer
    Mareeba Shire Council
    PO Box 154
    MAREEBA QLD 4880

If your complaint is handled by Council, you will need to provide:

  • Your name, address and phone number – this information is kept confidential.
  • Instance details – the date, time and source address.
  • Anonymous complaints maybe lodged, however, please remember that this does not provide Council with an avenue to provide feedback to you (customer name is not mandatory

Council handles all complaints in accordance with Council’s Administrative Action Complaint Policy.

Complaints about a Councillor

If the complaint is in relation to Inappropriate Conduct or Misconduct of the Mayor or a Councillor, as defined by the Code of Conduct for Councillors in Queensland the complaint must be referred to the State appointed Independent Assessor, whose contact details are set out below;

Office of the Independent Assessor
PO Box 15031
CITY EAST  QLD  4002
Email: OIAcomplaints@OIA.qld.gov.au

If the complaint is in relation to Corrupt Conduct, as defined by the Code of Conduct for Councillors in Queensland the complaint must be referred to Crime and Corruption Commissioner, whose contact details are set out below;

The Crime and Corruption Commissioner
Crime and Corruption Commission
GPO Box 3123
BRISBANE  QLD  4001
Email: complaints@ccc.qld.gov.au

Council has adopted and published an Investigation Policy about how it deals with complaints regarding Councillors that are referred back to it for investigation.

Council also keeps a Councillor Conduct Register which is available on its website and for viewing and inspection at Council’s Mareeba administration offices.

 

 

More Information

For further information, please contact Council’s Development and Governance department via email to info@msc.qld.gov.au or by phone on 1300 308 461.