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CITY OF PLAYFORD Policy: GRIEVANCE HANDLING POLICY

DATE ADOPTED: ADOPTED BY: LAST REVIEW DATE: NEXT REVIEW DATE: RESPONSIBILITY:
1. POLICY STATEMENT

23 March 2010 Council 23 March 2010 March 2014 Community Engagement

The City of Playford values its tradition of integrity, responsibility and fair dealing, and will continue to strive to maintain the highest standards in its dealings with the community. In order to maintain these standards the City of Playford is dedicated to identifying, investigating and where possible resolving complaints and grievances. To this end the City of Playford recognises the importance of transparency in decision making and the need to provide a fair and objective procedure for the review of all decisions. This is of utmost importance in our endeavours to retain the trust, confidence and support of the community.

…………………………………………….………… Chief Executive Officer – Tim Jackson and

………...……………… Date

……………………………………………………… Chairperson – – or Minute details if approved by Full Council

………...……………… Date

(e) the time frames within which notifications will be made and procedures on a review will be completed. (c) other person acting on behalf of the council. BACKGROUND This policy is to assist a customer who is dissatisfied with a product or service offered or provided by the Council and has spoken to the relevant officer and have not been satisfied with the response given. has been adopted in accordance with section 270 of the Local Government Act as set out below: Council to establish grievance procedures: (270) (1) A council must establish procedures for the review of decisions of: (a) the council. (b) employees of the council. (b) the assignment of a suitable person to reconsider a decision under review. (6) A council may amend the procedures established by the council under this section from time to time. or a person assigned to consider the application. may refuse to consider an application for review if: (a) the application is made by an employee of the council and relates to an issue concerning his or her employment. or (b) it appears that the application is frivolous or vexatious. (3) A council is not entitled to charge a fee on an application for review. (2) The procedures must address the following matters (and may address other matters): (a) the manner in which an application for review may be made. (d) the notification of the progress and outcome of an application for review. (c) the matters that must be referred to the council itself for consideration of further consideration.2. _______________________________________________________________________________________ City of Playford Grievance Handling Policy 2010 2 . 4. LEGISLATION AND REFERENCES The City of Playford’s Grievance Handling Policy. (7) Nothing in this section prevents a person from making a complaint to the Ombudsman at any time under the Ombudsman Act 1972. 3. (4) A council. or (c) the applicant does not have a sufficient interest in the matter. (5) A council must ensure that copies of a document concerning the procedures that apply under this section are available for inspection (without charge) and purchase (on payment of a fee fixed by the council) by the public at the principal office of the council. DEFINITIONS A grievance occurs when a customer does not agree with a decision of Council and/or its employees or is unhappy with the resolution of a complaint/request for work.

This Panel will be determined by the Council. A Reviewing Officer will be a member of the Reviewing Officer Panel. Civic and ceremonial matters. SUMMARY OF PROCEDURE The City of Playford’s Grievance Handling Procedure has four steps. Step 3: Independent Review A formal review request may be lodged through the Grievance Procedure if a customer is not satisfied with the line manager review. Community Engagement for further information via the Customer Service Centre or in writing. Step 2: Line Manager Review The next step is to contact the council officer’s line manager. telephone to Customer Service Centre or in writing and should be lodged no longer than 90 days of becoming aware of the matter. This person will investigate the grievance and/or grievance received from a customer. Grievances can be lodged via an appointment with the Line Manager. the customer will be notified of the time frames within which notifications will be made and procedures on the review will be completed. Grievances may be reviewed again by the Line Manager’s Manger at the discretion of the Chief Executive Officer or a General Manager (in the event that the General Manager’s decision is not the original decision under review). they should contact the Group Manager. The Reviewing Officer is an independent officer nominated by the City of Playford to review grievances. Once a grievance has been lodged. The grievance will be assessed by the Reviewing Officer and the complainant will receive written notification outlining the results of the investigation. Those instances will be determined by the Chief Executive Officer and may include: Decision made by the Council by resolution.5. Step 1: Grievance Received If a customer does not agree with a decision of Council and/or its employees or is unhappy with the resolution of a complaint/request for work the grievance process commences. The Line Manager will reassess the original decision based on the facts presented to the council officer and any further information provided by the complainant or the council officer. grievances (for review) will be dealt with by the Council itself. In some instances. _______________________________________________________________________________________ City of Playford Grievance Handling Policy 2010 3 . In the event that a customer wishes to be notified of the progress of their grievance or the outcome of an application for review. The Chief Executive Officer or General Manager may decide not to use a Reviewing Officer and may refer the customer to the State Ombudsman. Throughout these steps all communication will be required to be conducted in writing. Grievances that relate to a decision made by the Chief Executive Officer will be referred to Council for determination. Grievances may be referred to a Reviewing Officer at the discretion of the Chief Executive Officer or a General Manager (who is not responsible for the department who received the grievance). Grievances that relate to the conduct/behaviour of an individual staff member will be handled by the relevant Senior Manager and will be dealt with in accordance with the Playford Code of Conduct. Grievances that relate to an individual Councillor will be handled by the Chief Executive Officer and will be dealt with in accordance with the Playford Code of Conduct. The decision by the original officer may be set aside and replaced by the decision made by the Line Manager.

au 8.The procedure for review of a decision. FURTHER INFORMATION For further information about the Policy and other options for review. by Council.gov. 6. REVIEW OF POLICY The Grievance Handling Policy will be reviewed every four years. Any other matters at the discretion of the Chief Executive Officer. please contact: Legal and Policy Officer 12 Bishopstone Road . PUBLIC ACCESS TO THE POLICY The Grievance Handling Policy is available upon request to Council’s Customer Service Centres or on the City of Playford’s website www. Telephone: 8256 0333. Issues that in the opinion of the Chief Executive Officer are likely to be of interest to the wider community. Fax:8256 0578 Hard copies of the Grievance Handling Policy are available from the City of Playford’s Customer Service Centres. A recommendation by the Chief Executive Officer that the Council should not consider a request for review which falls within any of the above grounds because the application is frivolous or vexatious or that the Applicant does not have a sufficient interest in the matter. _______________________________________________________________________________________ City of Playford Grievance Handling Policy 2010 4 . Legal Counsel and/or the Courts (where appropriate). Davoren Park SA 5113.sa. from the date of adoption. Step 4: Unresolved Grievances If the internal Grievance Procedure mechanism proves unsatisfactory for the Customer.playford. The internal review will be suspended pending the outcome of the Ombudsman’s investigation or the courts decision. then the matter can be referred to the State Ombudsman. 7.

No Resolved? Yes No Further Action . No Further Action See Customer Service regarding making a Code of Conduct complaint Grievance received by the City of Playford Group Manager. reviewed and decision made by Reviewing Officer) Step 4—Unresolved Grievance Complainant may: Refer the matter to the State Ombudsman. investigated. Community Engagement and forwarded to Reviewing Officer Mediation offered and undertaken if both parties agree Matter is Arbitrated.Complaints Process Request for action or decision received by the Council All correspondence in the Grievance Handling Process must be via written communication Appendix 1 Complaint received and addressed by appropriate Officer Step 1— Grievance received No. (ie. Legal Counsel and/or appropriate Court. Complaint has now become a grievance and is assessed. investigated and decision made Resolved? Yes No Further Action Resolved? Yes No Step 3—Independent Review Matter is a complaint about staff behaviour. You are still unhappy with the decision Grievance Handling Process Step 2—Line Manager Review Complaint escalates to next level of authority. Assessed.