TRC Tablelands Regional Council - Agenda
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Thursday 06 February 2014
The 5 complaints that were sustained were in relation to: Issue Administrative error - failure to respond
Outcome Reasonable repeated customer request for Council service not responded to - failure in follow up likely due to temporary lack of resources, then the request got lost. Apologised to customer - provided follow-up service.
Administrative error - incorrect information given out by after hours service
Apologised to customer
Personnel - officer was impolite to customer
Apologised to customer, officer counselled.
Mains water pressure too high, causing leaks
Isolated incident - administrative error with issuing of control tap - installed day after complaint received.
Administrative error - loud noise from chainsaws before 6 AM to clear trees in residential area
Isolated incident - decision to start early to avoid danger to traffic did not take residents into consideration. Apology made to customer, work practices reviewed.
Administrative error - supplier on Council panel disputed allocation of work
The investigation found that there was no maladministration with the allocation of work. However, the suppliers were not being given adequate feedback and clarity about timeframes for quotes.
This has been a recurrent issue. The after hours service provider has now been changed. The new provider is doing well.
The officer was trying to be humorous but it was not appropriate.
The investigation found that Council had several panels of providers formed by different departments for the same service. This was causing confusion and inefficiency. Discussion with supplier, review of work practices, review of procurement procedures, identified need to make central database of supplier panels.
Complaints results for fourth quarter 2013
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