Making a Complaint

A complaint is when a customer is dissatisfied with a Council service or staff member's actions or behaviour.

Please note that staff complaints are an operational matter and are dealt with by the Chief Executive, not the Mayor.

Types of Complaints

Examples of possible complaints are:

  • taking too long or failing to take action on a customer request
  • Council staff or contractors not following policy or procedures
  • A council service has failed to meet a service level timeframe
  • A council service is substandard
  • The conduct of Council staff or a contractor towards a customer has been unsatisfactory

Lodging Complaints

You can lodge an official complaint by one of the following methods:

View our Complaints Procedure.

What happens to your complaint?

We will record all the details including your personal contact details.  A letter acknowledging your complaint will be sent within 2 working days with the name of the investigating manager who will action your complaint.

How do we action your complaint?

Your complaint and personal details are sent to the investigating manager.  A letter will be sent from the investigating manager within 10 working days of receipt of your complaint.  This letter will describe the actions taken.  If further time is needed to investigate your complaint we will let you know when you can expect a reply.  This letter will also outline our escalation/appeals process should you be unhappy with our response.