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|Managing complaints is an important part of monitoring services. We take complaints seriously to help us improve. |
If you have lodged an enquiry with Council and feel we have not effectively responded to your concern within the agreed timeframe we ask you to
1. Request to speak to the Team Leader and/or Manager of the relevant department.
If after following the above procedure you are still not satisfied with the way your enquiry has been handled you can
2. Contact our Issue Resolution Officer via
• 1300 653 356
• In writing to the Issue Resolution officer: City of Kingston, PO Box 1000 Mentone 3194
The Issue Resolution Officer will contact you to acknowledge your complaint and will aim to respond fully within 10 working days. You may be contacted for extra details or to discuss progress of the complaint, particularly if there any problems responding to you within the 10 working days.
Please ensure that you provide all relevant facts and, where possible, include dates, times and contact names. If you have an email address and a mobile phone number, it's helpful to include these too.
Note that we handle personal information in accordance with privacy laws and will use that information only for the purposes of handling the complaint unless you give express permission for it to be used for other Council purposes.
| Ombudsman Victoria|
|If we can't resolve your complaint to your satisfaction, you can contact Ombudsman Victoria: |
Ph: 9613 6222 or toll free on 1800 806 314
There's a complaint form on the Ombudsman’s website, or you can ring the office to ask for one. Normally the Ombudsman will need you to try to resolve the issue with Council before approaching their office.
Services provided by the Ombudsman are free. The Ombudsman does not accept all complaints and may not necessarily investigate yours.