Making a complaint

We aim to resolve complaints as quickly as possible.

Making a complaint

To comment, offer feedback, or make a complaint:

Please provide us with as much information as possible so we can address your feedback or concern. If you need help, we can assist or provide you with an interpreter.

Read our Complaints Handling Policy and Guidelines(PDF, 113KB)

When managing complaints we respect the need to manage and protect privacy according to our privacy policy.

How we respond to your complaint

We will send you a letter with details of who is managing your feedback or concern and tell you how long we expect it will take to respond to you. If delays occur we will let you know. You can also contact the person who is managing your feedback or concern to check on its progress. Once we have investigated your complaint you will receive a letter providing you with a response.

Our complaints resolution process

In response to your feedback or concern will progress through a series of 4 steps until you are satisfied that it was been resolved:

  1. Record: and try to resolve it immediately, where possible.
  2. Refer: if unable to resolve a complaint immediately, we will refer it to an appropriate council officer.
  3. Internal review: If you are not satisfied, an internal review will be carried out by a senior manager.
  4. External review: If you are not satisfied with Council’s final response, you can contact the Ombudsman’s Office and/or other external agencies to request an independent review.

Contact the Ombudsman’s Office

Phone: 03 9613 6222 or 1800 806 314 (toll-free, regional only)
TTY (for people with hearing or speech impairment) on 133 677 or 1300 555 727
Interpreter service via telephone: 131 450 or on-site 1300 655 082
Email: ombudvic@ombudsman.vic.gov.au

Write to:
Ombudsman Victoria, Level 2, 570 Bourke Street Melbourne Victoria 3000

Other agencies to help with your complaint

Find out about other groups who can help you to resolve a matter with Council go to know your council: complaint resolution bodies.