A complaint is a way to let us know that you are unhappy with:
We encourage you to provide as much information as possible (including your contact details) so that we can address your concern. We respect the need to manage and protect your privacy, and we do accept and respond to anonymous complaints if we have received enough information to do so.
The following information is helpful to include in your complaint:
Please send your complaint to us by:
We aim to resolve complaints immediately via the following process - identifying a resolution and taking action.
Contact us using our online form, or any of the methods listed above, to let us know about your concerns.
Your complaint will be assigned to a relevant manager who will investigate and identify actions required to resolve the complaint. Those actions may be carried out by the manager themselves, or another officer may action.
The relevant manager will advise you (via your preferred method of communication) that action to resolve the complaint has been taken or scheduled.
You are satisfied that your complaint is resolved.
If you are not satisfied with the action taken, you may request that the matter be further investigated (see the 'Investigation and review process' tab above).
If your complaint was not immediately resolved, it will progress through three steps until you are satisfied that it has been resolved.
If we are unable to resolve your complaint immediately, we will refer it to a manager or delegated Council officer for investigation.
We will acknowledge your complaint within ten business days. A resolution to your complaint will be provided within 28 days, or we will advise you if extra time is required.
If you are not satisfied with our response or the way in which your complaint or feedback has been handled, you can ask for your complaint to be referred for an internal review.
An internal review is carried out by a panel of senior managers who will review the previous actions taken to ensure consistency and fairness.
You will be contacted by a senior manager with an update of the findings.
If you are still not satisfied with Council's final response, you can contact the Ombudsman’s Office to request an independent review:
Other external agencies who handle complaints are listed in Section 13 of our Complaints Handling Policy(PDF, 312KB) .
We're committed to effectively managing complaints and feedback from our customers.
Read our Complaints Handling Policy(PDF, 312KB)
Know your Council is a Victoria Government resource that provides information about resolving an issue with your local council.