Complaints to Council
Council recognises the importance of good complaints management as part of a quality customer service system and has developed quality Citizen Engagement Standards(PDF, 55KB) that outline our commitment to customer service and a Complaint Resolution Procedure to help try and resolve any issues raised. While most problems can be resolved by an initial communication with Council officers there may be times when it is necessary to make a more formal complaint. If it is necessary to make a formal complaint it should be lodged first with Council for investigation and resolution before making a formal complaint to another organisation.
Formal complaints about matters that relate to an action or decision made by Council staff.
Formal Council decisions -
Sometimes a matter relates to a Council decision. As Council staff are required to implement the Council’s decisions, it may require a formal Council decision to resolve the particular problem.
If you want to find out about a Council decision, the Council minutes include both the report considered by Council and the precise wording of the Council decision. Some reports such as contracts are confidential and in these instances, only the decision will be published. Minutes are available for public inspection at the Council’s offices and are also published on the internet in our Council Meetings Directory.
How to make a complaint to Council
Contact Council directly. If the matter cannot be resolved on the spot the complainant will be advised of the next steps officers will take.
Put the complaint in writing to the Chief Executive Officer to assist Council in understanding the details of the complaint. A staff member is available to help the complainant to do this if necessary.
Council’s Online form
Details on how complainants can do this can be found on the Contact Us page.