Complaints

Your complaints help to improve our services.

Make a complaint

We encourage you to let us know if we get it wrong. Learning from complaints is the best way for us to get it right.

We take all complaints seriously and always try to find a solution before it becomes a big problem. 

Contact us to talk about your concerns.

What is a complaint?

A complaint is a report of a fault or shortfall in Council action or policy. You might have a complaint about the quality or timing of:

  • Actions
  • Decisions
  • Services
  • Policies

A complaint is not a customer inquiry or a service request.

What is our complaints process?

Every complaint follows the same five steps, which will be clearly explained to you by our team.

Complaints process

Step 1.First point resolution

  • We will always try to resolve your complaint at the first point of contact
  • Our team will work with you to find a solution
  • If the matter cannot be resolved, the complaint will be investigated.

Step 2.Investigation

  • Within 24 hours, you will be contacted by your Assigned Officer
  • You may be asked to provide more information
  • The Assigned Officer will take up to 10 working days to investigate
  • You will be contacted every 10 working days unless agreed otherwise
  • If the mater cannot be resolved by the Assigned Officer, the complaint will be escalated.

Step 3.Internal escalation

  • You will be contacted by a Senior Officer
  • You may be asked to provide more information
  • You will be contacted very 10 working days unless agreed otherwise
  • If the mater cannot be resolved by the Senior Officer, you can request an internal review.

Step 4.Internal review

  • The internal review panel will be made up of people who have not yet been involved in steps 1-3
  • You will be contacted within 5 working days
  • If the matter cannot be resolved by our internal review panel, you can refer the matter to an external agency

Make an anonymous complaint

You can make a complaint without giving us your name or contact details.

Call us on 1300 653 356 to discuss your issue.

Privacy

Your personal information will only be used for the purpose of investigating your complaint.

We will:

  • share with Council staff on a need-to-know basis only
  • de-identify if the information is made public.

Read more information about how your privacy is important to us.

 

 

Complaints about fines, planning or public health

Alternative procedures

Some complaints are better handled by our specialist teams.

See information about fines, planning or public health.

More information

Read more detail in our Complaints Policy(PDF, 94KB) or contact us on 1300 653 356