Hi Layla,
While I generally agree with everything Suzi has said, I would also recommend your Council develops a policy (and as we have at Canterbury Bankstown), and associated Administration Guidelines. That way everyone, (ratepayers, councilors and staff) have a clear understanding of the process in these cases. It also may assist should any matter end up in Court.
Our Council’s policy and guidelines can be found on this website under the Policies and Procedures tab
Regards
Ken
