Despite the lockdown restrictions in place, your bins will still be collected, and we're still able to answer your calls. Stay safe, stay home and if you need to go out for any of the 5 reasons, remember your mask.
A complaint is a way to let us know that you are unhappy with:
Provide us with as much information as possible so we can address your concern. We respect the need to manage and protect your privacy.
There are different ways to make a complaint:
In the majority of cases, complaints can be resolved by immediate resolution.
Use any of the contact options available to advise us of your complaint.
A relevant manager will address your complaint immediately, or may send a request to an officer to action.
For example, with a missed bin, our waste operations team will be prompted to go and empty the bin.
The relevant manager advises you via your preferred method of communication that action has been action taken or scheduled.
You are satisfied that your complaint is resolved.
If you are unsatisfied with the action taken, you may request further investigation into the matter.
If your complaint did not have immediate resolution, it will progress through 3 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 10 business days, following our service promise.
We will provide a resolution to your complaint within 28 days, or advise you if extra time is required.
If you remain dissatisfied of the outcome, you may request an internal review with our Customer Experience and Business Improvement team.
A director will be assigned to review the previous action taken to ensure consistency and fairness.
You will be contacted by the director with an update on the findings.
If you still remain unsatisfied after an internal review, you can contact the Victoria Ombudsman for further advice.
If you need help, we can assist or provide you with an interpreter.
Call us on 9490 4222 or write us at firstname.lastname@example.org
Be sure to read our Banyule Customer Complaint Management Policy.(PDF, 385KB)
Know your Council is a Victoria Government resource that provides information about other groups that can help you resolve a matter with us.