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Complaints

29 May 2021

It is important we hear your feedback to help us fix a problem or learn how we can do things better. If you express dissatisfaction about our actions or decisions, we will record your comments as a complaint .

How to make a complaint

Call our Customer Service Team

Call 9240 1111 to talk to our Customer Service Team who will be able to talk through your complaint with you and make sure we get it to the right person to resolve it. Our team are ready to take your call on weekdays from 8:30am to 5pm.

Accessible options:

The complaint process

We have a 3-tier complaint system. Here’s how it works:

Tier 1

Complaints about out standard services, such as the quality, delay, or failure to deliver a service are handled at tier 1 by council's officer level staff.

After the complaint is resolved you can complain about the way your complaint has been handled by asking for your complaint to be escalated to tier 2.

Tier 2

Complaints about policy decisions or officer conduct are handled at tier 2 by our Team Leaders & Managers.

After the complaint is resolved you can complain about the way your complaint has been handled by asking for your complaint to be escalated to tier 3 for an independent review.

Tier 3

Independent internal reviews of how a complaint was handled at tiers 1 or 2 are investigated by our Complaint Resolution Coordinator.

See our Complaints Procedure Flowchart

What to expect

When you lodge a complaint we will record the details and provide you with a reference number either by email or over the phone.

We aim to resolve all complaints within 28 days. Usually we're able to resolve tier 1 complaints in about 5 days and tier 2 complaints in 14 days. Tier 3 reviews typically take 2 - 3 weeks to investigate.

If we aren't able to resolve your complaint within 28 days, we will contact you to let you know that we'll need extra time.

If your complaint is not resolved

After your complaint is closed, if you think there has been a mistake, you can complain about the way your complaint was handled. You can do this by calling 9240 1111. We will then escalate your complaint to the next highest tier to be considered.

You will be asked why you think a mistake has been made in handling your complaint. Not all complaints will be escalated. We may decide not to investigate or escalate a complaint depending on the nature of the complaint or reasons for escalation. We will not consider complaints again after they have received a tier 3 independent internal review.

Download our Complaints Handling Policy