Not every complaint requires formal investigation by the Public Officer. The majority of concerns raised by customers will be able to be resolved through normal complaints management practices. In determining whether a complaint requires investigation the General Manager will consider a range of factors:

• Are the issues raised by the complaint serious?
• Is the complaint trivial or vexatious?
• Does the complaint involve an allegation of child abuse or risks to child safety and welfare?
• Is there a more appropriate mechanism for dealing with the complaint?
• What significance does the complaint have for Council?
• Does the complaint indicate the existence of a systemic problem or a serious abuse of power?
• What are the monetary amounts or other benefits involved?
• How many staff are alleged to be involved?