REDLAND City Council is set to overhaul how it handles complaints, introducing a tougher, more structured system with strict response deadlines and clearer limits on what issues will be investigated.
The updated Complaints Management Policy (GOV-014-P) and a new Complaints Management Framework will go before councillors next week, forming a two-part system designed to strengthen transparency, accountability and consistency in decision-making.
While the policy sets the overarching rules, the framework outlines exactly how complaints will be processed including who handles them, how long it takes and when council can refuse to investigate.
Under the framework, complaints about council decisions — known as “administrative action complaints” — will follow a three-step process, starting with a frontline review by the department responsible.
Council will be required to acknowledge complaints within five business days and provide a response within 10 business days at this first stage.
If a complainant is not satisfied, the matter can be escalated to a second-stage review handled by council’s legal services unit, with a formal decision required within 40 business days.
After that, residents can take their complaint externally to bodies such as the Queensland Ombudsman or the Queensland Human Rights Commission.
The framework also sets out clear guiding principles, including transparency, accessibility, responsiveness and accountability, with council committing to evidence-based decisions and a “people-focused” approach.
However, the changes also draw firm lines around what will not be treated as a complaint.
Everyday service requests — such as mowing parks, fixing infrastructure or dealing with barking dogs — are excluded, along with workplace matters, corruption allegations, privacy complaints and any issues involving elected councillors.
Council also reserves the right to refuse to investigate complaints it considers frivolous, vexatious, too old, lacking sufficient grounds or requiring disproportionate resources.
The updated policy reinforces that complaints will be handled confidentially, with access to information restricted to authorised staff, and requires complainants to be kept informed throughout the process with clear reasons for decisions.
Importantly, both the policy and framework position complaints as a key tool for continuous improvement, with council required to track trends, analyse data and report annually on how complaints are handled and resolved.
Senior management will be accountable for ensuring complaints are dealt with appropriately, while complaint data will be monitored and reported to the executive leadership team and audit and risk committee.
There are no financial implications attached to the changes.
If adopted, the new system will replace the existing policy introduced in 2021, with the 2026 update reflecting a push to align with modern governance standards, legislative requirements and increasing scrutiny on council decision-making.
The move comes as governance and accountability remain firmly in the spotlight across the Redlands, with the new framework tightening not just how complaints are handled — but also who gets heard.
