We value your feedback as it helps us understand what we are doing well and where to improve.
Our request processing times are longer than usual as we are currently experiencing a high volume. Thank you for your patience while waiting for us to get to your request.
Send us feedback online
There are additional ways to communicate with us:
In the majority of cases, complaints can be resolved by immediate resolution.
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.
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.
Your feedback helps us improve our services and to provide a better community experience.
We are committed to our service promise principles, where we:
Know your Council is a Victoria Government resource that provides information about other groups that can help you resolve a matter with us.
Be sure to read our Banyule Customer Complaint Management Policy.(PDF, 412KB)