Issue resolution process

We acknowledge that sometimes our development and planning industry stakeholders may not be satisfied with the service or advice they receive from us. If this occurs, we want to be able to effectively and efficiently respond to your concern/s by utilising the issue resolution process outlined below.

Assessing Officer

The Assessing Officer is the officer who is responsible for the assessment and management of your application. You will be informed of the Assessing Officer after lodgement.

Issues should be raised in the first instance with the Assessing Officer. They are responsible for undertaking a detailed assessment of your proposal and are the best person to initially negotiate any issues. You can be confident that your Assessing Officer will liaise with relevant technical experts, peers and senior management to ensure they are providing accurate advice in accordance with relevant legislative requirements.

Planning Lead, Technical Lead or Principal Development Engineer

If the issue cannot be resolved in consultation with the Assessing Officer, you may ask for the matter to be referred to the relevant supervisor or make contact directly. The Planning Lead, Technical Lead or Principal Development Engineer is responsible for providing technical support and guidance to the Assessing Officer and, in most cases, will be the contact and decision maker for your application.

Contacts

• Planning Lead: Dylan Thomas (dylan.thomas@cairns.qld.gov.au, phone 4044 3593)
• Planning Lead: Justin Phipps (justin.phipps@cairns.qld.gov.au, phone 4044 3536)
• Acting Technical Lead: Charles Ingham (charles.ingham@cairns.qld.gov.au, phone: 4044 4985)
• Principal Development Engineer: Gloria Li (gloria.li@cairns.qld.gov.au, phone 4044 3199)

Coordinator Development Services (Planning) & Coordinator Development Services (Engineering)

Most issues should be resolved through consultation with the relevant Assessing Officer and /or immediate supervisor as detailed above. However, if you continue to have concerns, you may request that the matter be referred to the Coordinator. The Coordinator is responsible for managing and resolving complex matters in their team.

Contact

• Coordinator Development Services (Planning): Gary Warner (g.warner@cairns.qld.gov.au, phone 4044 3532)
• Coordinator Development Services (Engineering): Chris Chastre (chris.chastre@cairns.qld.gov.au, phone 4044 3549)

Executive Manager

The Executive Manager oversees and guides staff to fulfill the Branch's purpose and achieve its goals, including meeting performance targets. If you remain dissatisfied with the proposed resolution of your issue, you may request a consultation with the Executive Manager. We encourage resolving issues within the Branch to avoid further escalation.

Contact

• Interim Executive Manager - Brett Nancarrow (brett.nancarrow@cairns.qld.gov.au, phone: 4044 3176)

Director

The Director is responsible for many diverse functions of a Directorate (department). Generally, their role is to prepare strategic plans achieve the Directorate's purpose and goals, including achieving their performance targets and their response to it through implementation plans for their Directorate's functions. Our preference is that issue resolution occurs within the Branch as they are the experts in their field. However, if for some reason you are still not satisfied, you can request the matter be escalated to the Director for resolution.

Contact

• Amy Patterson (a.patterson@cairns.qld.gov.au, phone: 4044 3355)