107Complaints policy

107 Complaints policy (1) A Council must develop and maintain a complaints policy that includes— (a) a process for dealing with complaints made to the Council; and (b) a process for reviewing any action, decision or service in respect of which the complaint is made; and (c) a discretion for the Council to refuse to deal with a complaint which is otherwise subject to statutory review; and (d) the prescribed processes for dealing with complaints about the Council; and (e) the prescribed processes for internal review of complaints made to a Council; and (f) the prescribed processes for exercising the discretion referred to in paragraph (c); and (g) any other matter prescribed by the regulations. (2) A review process must provide for a review that is independent of— (a) the person who took the action; and (b) the person who made the decision; and (c) the person who provided the service. (3) For the purposes of the complaints policy, ***complaint*** includes the communication, whether orally or in writing, to the Council by a person of their dissatisfaction with— (a) the quality of an action taken, decision made or service provided by a member of Council staff or a contractor engaged by the Council; or (b) the delay by a member of Council staff or a contractor engaged by the Council in taking an action, making a decision or providing a service; or (c) a policy or decision made by a Council or a member of Council staff or a contractor. (4) A Council must develop the first complaints policy under this section within 6 months of the commencement of this section. Division 2—Procurement