Banyule Logo
Text Size:

Complaints Management

Complaints

We aim to resolve complaints as quickly as possible. When managing complaints we respect the need to manage and protect privacy according to our privacy policy.

Give us feedback or make a complaint

We are committed to working with the community to improve our service. There are a range of ways that you can provide feedback or complain:

  • Call us on 9490 4222.
  • Send an email to enquiries@banyule.vic.gov.au
  • By completing a suggestion card at one of our three service centres.
  • In writing (Freepost) by mail to: Community Comment, PO Box 94, Freepost 6, Greensborough, 3088.
  • By clicking on the feedback widget at the bottom of most pages on our website.

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

What we will do

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.

Complaints resolution process

In addressing your feedback or concern, we will complete the following: 

Stage 1

When we receive your feedback or complaint, we will record it and try to resolve it immediately, where possible.

Stage 2

When a complaint cannot be resolved immediately, the complaint will be referred to an appropriate council officer. If you are not satisfied with the response or the way in which your feedback or complaint has been handled, you can ask for your complaint to be referred for an internal review.

Stage 3

Internal Review: An internal review will be carried out by a senior manager. If you remain dissatisfied with the result, you can refer your complaint to an external agency for an independent review.

Stage 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. The Ombudsman’s Office can be contacted by:

Phoning:  9613 6222 Toll Free: 1800 806 314 (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

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

Making complaints to external bodies

You can also take your concern to another organisation and there are a number of other bodies that you can make contact with.  The external bodies will ask you to attempt to resolve the matter with Council firstly.  Please refer to the link of details of these bodies:

http://knowyourcouncil.vic.gov.au/guide-to-councils/consultation-and-complaints/complaints/complaint-resolution-bodies or refer to document in related information section.

 

Was this page useful?

Type the characters you see in the picture below *