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.
Making a Complaint to Council
Details on how you can do this can be found on our Contact us page.