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Complaint Handling Procedure

We are committed to being a leading customer service organisation.

The Complaint Handling Procedure outlined below provides a framework to ensure your concerns and complaints are addressed promptly and fairly.

Understanding your experience with Council is important to us and will help us to improve our services for the future.

In some circumstances complaints are governed by our processes outside the authority of Council. Where this is the case, you will be referred to the appropriate process or authority.

Who do you talk to first?

If you are not satisfied with the standard of service provided, you should direct your initial enquiry to Customer Service who will attempt to resolve your concerns as a matter of priority.

Customer Service will provide advice and where required, refer you to the relevant department.

How to Submit a Complaint

You can submit a complaint using any of the following methods, either:

How long will it take?

We will attempt to resolve your complaint within 10 working days.

If we cannot resolve your complaint within 10 working days, we will keep you regularly informed about our progress and you will be provided with:

  • the name of the person responsible for resolving the complaint
  • the estimated length of time it may take to resolve your complaint
  • a time frame for when you can expect an update from us

You should be aware that by lodging a complaint, the matter in question will not be automatically suspended or put on hold.

What if the complaint still cannot be resolved?

An initial response to your complaint will be provided in line with response times outlined in our Customer Service Charter. The response will include the expected time frame for resolution of your complaint.

If you are still not satisfied after the responsible department has attempted to address your complaint, you have the right to request that the complaint is escalated.

When it is escalated, a manager will investigate your complaint and contact you with a resolution within 28 days.

If this is not possible due to the complexity of the complaint or circumstances outside our control, this will be explained to you and you will be provided with an expected time frame.

Your right to appeal to the internal reporting officer

If you feel your complaint has not been adequately addressed by the relevant manager, you may elect to have your complaint reviewed by the Internal Reporting Officer.

The Internal Reporting Officer will undertake an internal review into the way Council officers have handled your concerns.

A request for the Internal Reporting Officer to conduct an internal review must:

  • be lodged in writing
  • contain full details of the complaint
  • include the cause and reason you are dissatisfied with the way the relevant Manager has handled it

The Internal Reporting Officer will acknowledge your request within 10 working days and notify you of any further information or clarification required.

The matter will then be investigated and recommendations provided to the Chief Executive Officer, who will advise you in writing of the outcome of the internal review within 28 days of the receipt or further information or clarification.

If this is not possible due to the complexity of the complaint or circumstances outside our control, this will be explained to you and you will be provided with an expected time frame.

External review

If the complaint cannot be resolved to your satisfaction through Council’s complaint handling procedure, or at any stage, you may refer the matter to the Victorian Ombudsman, who can be contacted on 03 9613 6222.

Customer Feedback Form

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