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Authorised Inquiry

History

Between November 2017 and June 2019, the City was under an Authorised Inquiry “to investigate and report on the operations and affairs of the City of Melville in some key areas.”

Findings

Conducted by the Department of Local Government, Sport and Cultural Industries, the final ‘Report of the Inquiry into the City of Melville’ (The Report) released on 27 June 2019, included 17 findings and seven recommendations - one  requiring the City to report back to the Director General within six months.

Read the report below:

Report of the Inquiry into the City of Melville

The City's view is the Department's report is fair and balanced, and presents the City as an organisation with good governance overall and a clear focus on achieving community wellbeing and customer satisfaction.

Overall the report demonstrates the Department of Local Government, Sport and Cultural Industries has confidence in the way the Council and the Administration are working together, with each aware of their separate roles.

The report also acknowledges the City has been dealing with an extreme volume, frequency and complexity of questions submitted to Council by organisations and individuals.

During the course of the inquiry the City worked in an open and transparent manner with the Department, as it does with many other State agencies, and was proactive in reviewing and improving processes with regards to the handling of complaints, management of public question time, land acquisitions and providing access to information. These improvements were embedded into the City’s certified business management and customer service systems.

Underway

In line with the Report’s recommendations, the following actions are currently underway:

  • Engagement of an independent person to review and action the City's processes and decisions on complaints handling for a period of 3 months
  • Engagement of an independent party to undertake a governance review
  • All senior staff have undertaken training on complaint management and dealing with unreasonable complainants

16 July 2019

M19/5697 - REPORT ON THE OUTCOME REPORT OF THE AUTHORISED INQUIRY INTO THE CITY OF MELVILLEwas presented to Council at the July Ordinary Meeting of Council. The minutes are available here.

City of Melville - A Leader in Local Government

The City has a culture of achievement and continuous improvement. We are recognised as a benchmark local government for products and services in line with the Australian Business Excellence framework, are rated the top government organisation nationally for service excellence and more recently achieved certification for complaint management handling by the Customer Service Institute of Australia.

We will continue to embrace this culture of identifying opportunities for improvement and working to embed them across our organisation, as such, the learnings we have had from the inquiry process and the report are welcomed.

City's Awards and Achievements

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