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www.fndc.govt.nz
Far North District Council | Dealing wit
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PC020 Dealing with Complaints Policy
Adopted: December 2016
Next review by: December 2021
Table of Contents
1.
Objective .......................................................................................................................................................... 1
2.
Scope............................................................................................................................................................... 1
3.
Policy Statements ............................................................................................................................................ 1
4.
Relevant Legislation, Policies and Procedures ............................................................................................... 2
5.
Definitions (if applicable) ................................................................................................................................. 2
1. Objective
The Far North District Council does not tolerate any forms of unsatisfactory, unreasonable or unacceptable
behaviour. All complaints will be treated seriously and as soon as possible. Where complaints are proven, they
will be dealt with in a serious manner and may lead to disciplinary action. For privacy reasons, it is important to
keep any information confidential to those directly involved in the incident.
This policy provides an overview of principles when dealing with complaints and is available to everyone within
Council (i.e. all employees, those on contract appointment or secondment into Council). In all cases a
complaint must be lodged within a reasonable timeframe, ideally as soon as possible after the incident(s).
2. Scope
It shall be expected that everyone will comply with the requirements of this procedure, at all times.
If possible, the staff member should approach the person and try to resolve the matter amicably. However,
when this is not possible, the person may approach their People Leader or the People & Capability – Business
Partner for guidance to see resolution.
No one has the permission to escalate a complaint to the next level (i.e. a formal investigation) unless the
complainant gives their express permission and is prepared to put the complaint in writing. In the event the
complaint is deemed a possible serious misconduct the Manager - People & Capability or Business Partner will
override the complainants request and investigate accordingly, whether complaint is received in writing or not.
3. Policy Statements
In order to provide a safe and comfortable environment for all staff an accessible procedure for handling
concerns and complaints is in place and maintained, providing an open and fair way of resolving issues.
Relevant legislation will be complied with.
Document number A1821182
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Far North District Council | Dealing with Complaints
Policy 2
4. Relevant Legislation, Policies and Procedures
Legislation
Employment Relations Act 2000
Privacy Act 2020
Human Rights Act
Council Policies and
Code of Conduct Policy
Procedures
Workplace, Harassment, Discrimination and Bullying Prevention Policy
Disciplinary Matters Policy (in draft)
Lodge a Complaint Process
5. Definitions (if applicable)
Term
Definition
Everyone
Includes all Far North District Council staff and those on contract, or secondment.
Complaint
Is a statement that outlining that something is unsatisfactory, unreasonable or
unacceptable.
Complainant
The party who makes the complaint in a complaints proceeding.
Respondent
The party who the complaint has been made against.
Document number A1821182
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