Where possible, we will attempt to resolve your complaint at the time you first contact us.
This may include:
- raising a request for service for action
- providing advice or information to you, and/or
- providing advice on why we may not take action on your complaint and where possible, inform you about other options (i.e. responsibility of another agency or a police matter).
It may not be possible to resolve your complaint when you first contact us. Your complaint may require further investigation and it will be referred to the relevant Council officer/team to investigate. We will then provide details of who you can contact about the investigation.
If your complaint needs further consideration, an assessment is carried out by a Council officer/team with specialist expertise. Additional information is gathered and an evidence-based decision is made. We will communicate with you throughout the assessment and provide a written outcome that explains our decision.
We aim to complete assessments within 28 working days and will let you know if we require more time. If further time is required, you will be updated at least once per month about the progress of the complaint until the assessment is completed.
If you believe the Council officer/team have made the wrong decision in an assessment or are dissatisfied in how we responded to your complaint, you can request an internal review. The review will be conducted by a senior Council officer who has not had any prior involvement with your complaint.
We will inform you of the internal review outcome and explain our reasons within 28 working days of receiving the request and will let you know if we require more time. If further time is required, you will be updated at least once per month about the progress of the internal review until it is completed.
To request an internal review, send your request to:
When requesting an internal review:
- advise why you believe the initial decision in incorrect; and
- supply any additional information or evidence (including images) that you believe will be important to the review.
If you remain dissatisfied with a decision made or the processes followed by the Council officer/team, you can seek an external review. Complaints are escalated to external bodies that can deal with different types of complaints about Council
Council will contribute by participating in, and cooperating with the external review process.
Further details can be found at Victorian Ombudsman