Feedback and Complaints
Council welcomes feedback about its services at any time, but particularly if you have a concern or complaint about the way we have provided a service.
If you are dissatisfied with a product or service delivered by the Council, its staff or a third party that represents the Council, you may wish to complain about the matter.
Making an information enquiry, submitting a request for service or providing general feedback is different to progressing a formal complaint. A formal complaint is a complaint about a decision, action or inaction of council and follows structured process. Follow the links below for further information.
Council is committed to the principles of transparency and fairness when handling customer compliments, requests and complaints.
Regardless which process you are undertaking, you can expect to
- be treated with courtesy and respect
- have assistance provided to facilitate communication, which may include arranging an interpreter or involving an advocate
- be advised that your contact or complaint has been received and be kept informed about the timeframes expected for a response
- have your contact or complaint considered quickly and fairly
- have your contact or complaint handled confidentially, where appropriate
- be provided with information about other options that are available
- receive feedback or an outcome to your contact or complaint
In return, we ask that you treat our elected members, staff, volunteers and representatives with the same courtesy and respect. Vexatious, malicious or discriminatory behaviour towards any Council officer will not be tolerated. Council keeps a record of reports received each year and improvements that have been made as a result of complaints received. You can find more information about complaints received by Council in our annual reports.