2021/2022 Annual Report

Report on Internal Review of Council Decisions
During 2021/2022, Council received no applications for review of a decision in accordance with Section 270 of the Local
Government Act 1999. The investigation into one application (reported in the 2020/2021 Annual Report) that remained
outstanding at 30 June 2021 was subsequently completed and details are provided below for completeness.
Date Requested About Decision Closed Cost
27/05/2021 ARC Decision Making Decision upheld 01/09/2021 $10,500 (legal advice) + Staff time
A comparison of requests to the previous 5 years shows a significant drop in Section 270 Internal Review requests compared
to the previous year.
Number of requests Movement in relation to previous year
2017/2018 6 +6
2018/2019 6 0
2019/2020 3 -3
2020/2021 7 +4
2021/2022 0 -7
Council’s Internal Review of Council Decisions Policy is available from its website.
Request for Service and General Complaint Handling
Council’s Request for Service and General Complaint Handling Policy is available from its website. The Policy clarifies how
Staff will manage requests for service and general complaints received from the local Community, including timeframes and
escalation processes in respect to complaints.
There were 8,098 requests for service (including general complaints) actioned by Staff during the year. A comparison of
requests over the last 5 years shows that customer requests have continued to increase over the last 12 months.
Number of requests Movement in relation to previous year
2017/2018 6,232 -179
2018/2019 6,563 +331
2019/2020 6,435 -128
2020/2021 7,550 +1,115
2021/2022 8,098 +548
During the year, Staff received 56 general complaints from the Community via letters, emails and website forms. This was a
reduction in general complaints on the previous year of almost 40%.
Staff responded to requests and escalated matters as appropriate.
Complaints were most frequent in relation to the following:
» Road works including completion concerns, communication issues, night works and precinct works.
» Staff behavior related to inappropriate behaviour, delayed customer response and contractor behaviour
» Waste management processes undertaken by Council and East Waste.
During 2020, the Federal Sex Discrimination Commissioner at the Australian Human Rights Commission released a report
called Respect@Work. Following this, Council commenced collecting data on sexual harassment complaints with results as
follows:
Complaints against Elected Members Complaints against Staff
2020/2021 0 0
2021/2022 0 0
Campbelltown City Council
Annual Report 2021 / 2022
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