Complaints

Your complaints help to improve our services.

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. 

Make a complaint

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 enquiry, service request or issue report. Please visit our contact us page if you'd like to report an issue, request a service or ask a question.

Example service requests/issue reports

  • 'There is a pothole on my street, and I would like it fixed.' 
  • 'I think a car on my street is abandoned/illegally parked. Could you investigate?'

Example complaints

  • 'I reported a pothole several months ago, but it hasn't been fixed.' 
  • 'The abandoned/illegally parked car I reported several months ago is still there. I submitted my contact details, but a Council officer hasn't followed up with me.'

Selecting the correct option can help us action your requests faster.

Complaints about Council's social media

Read our Social Media Community Guidelines.

If you are concerned about content or comments on Council’s Facebook, Instagram or LinkedIn accounts, please contact us.

How to make a complaint

Complete the form below to tell us about your concerns or call us on 1300 653 356 Monday to Friday from 9 am to 5 pm.

You can also write to PO Box 1000, Mentone Vic 3194 or visit in person at our Cheltenham or Chelsea customer service centres during business hours.

Make a complaint.

What is our complaints process?

Every complaint follows the same four steps.

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 is complex, or cannot be resolved, it will be assigned to a senior officer for further investigation.

Step 2.Investigation

  • The assigned officer aims to investigate and provide an outcome within 10 business days.   
  • You may be asked to provide additional information. 
  • You will be advised if the investigation is going to take longer than 10 business days. 
  • Updates will be provided every 10 business days unless agreed otherwise. 
  • If you are dissatisfied with the outcome or management of your complaint, you may escalate this for an internal review. 

Step 3.Internal review

  • The internal review is the highest level of escalation at Council.  
  • The review will be undertaken by an independent senior officer 
  • This process ensures adherence to established policy, procedural fairness, transparency and is intended to deliver a final determination on the matter. 
  • If you remain dissatisfied with the outcome of the internal review, your escalation pathway will be provided to you.

Step 4.External review

If not resolved through steps 1 to 3, you can contact an independent agency.

Make an anonymous complaint

You can make a complaint without giving us your name or contact details, although we will not be able to follow up with you if we need more information or if you would like to know the outcome.

Call us on 1300 653 356 to discuss your issue. You can also submit an anonymous complaint online through our contact us form.

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 about how your privacy is important to us.

More information

Read more detail in our Complaints Resolution Policy or contact us on 1300 653 356.

Complaints Policy

Complaints Policy

How to make a complaint

Complaint form 


Email
info@kingston.vic.gov.au


Phone
 1300 653 356 during business hours


Mail
PO Box 1000, Mentone Vic 3194


In person

  • Cheltenham Customer Care
    1230 Nepean Highway
    Monday to Friday 10 am to 12:30 pm, 1 pm to 4 pm
  • Chelsea Customer Care
    1 Chelsea Road
    Tuesdays 10 am to 4 pm


National Relay Service
133 677 (quote 1300 653 356)


Translating & Interpreting Service
131 450 (quote 1300 653 356)

 

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