Complaint resolution

Complaints to council

Council recognises the importance of good complaints management and has developed a Complaints Policy(PDF, 1MB) to help try and resolve any issues raised.  

If you have a complaint you are encouraged in the first instance to resolve your own problem and to get more information about the relevant activity or service by checking out the council’s website or speaking to council staff.

If the initial communication with the council is not successful in resolving the problem, you may consider making a more formal approach to council.

How to make a complaint to council

You can make a complaint in a number of ways.

  • Contact council directly. If the matter cannot be resolved on the spot you will be advised of the next steps officers will take.

  • Put the complaint in writing to the Chief Executive Officer to assist the council in understanding the details of the complaint. 

Details on how you can do this can be found on the Contact Us page.

A staff member is available to help members of the public to make complaints, if needed.

Children have the right to make a complaint if they feel unsafe. If a child has a safety concern about someone who works or volunteers within the council we will take their concerns seriously and do something about it. 

Council has trained Child Safety Officers to listen to a child's safety concerns and will support them in making a complaint. 

Northern Grampians Shire Council Child Safety Officers are: 

  • Marita Tobin, Coordinator Early Years, 03 5358 8713 

  • Natasha Ezard, Team Leader St Arnaud ELC, 03 5495 2666 

  • Susan Boag, Team Leader Maternal Child and Health, 03 5358 0552 

Making it easy for Victorians to report wrongdoing in local government

The following video My local council: if something is not right, who do I complain to? explains which integrity agency people can complain to about issues and suspected wrongdoing with council matters, councillors and local government officials. Council encourages and welcomes feedback from our communities; complaints are a great way for us to find out how the public thinks we can improve our service.