Complaints

A complaint is an expression of dissatisfaction made to or about Council’s services, performance, the conduct of a Council official, or dissatisfaction with the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required. Under the Complaint Handling Policy, we will receive and treat the following as Complaints:

  • Dissatisfaction with the outcome of a decision;
  • Undue delay in a decision or action;
  • Level of quality of service;
  • Failure to adhere to a policy or procedure;
  • Dissatisfaction with an administrative process; and/or
  • Behaviour of a Council official. 

A complaint is not:

  • An expression of disagreement with a lawfully made decision by Council;
  • An appeal or representation against a decision by Council, other than that made as the result of a complaint;
  • The lodging of an appeal or objection in accordance with a statutory process, procedure or policy;
  • A matter where the issue outside Council’s area of responsibility, or the responsibility of another authority or service provider;
  • Reports of hazards or damaged / faulty infrastructure; and
  • The dissatisfaction in relation to a development application by a development applicant, or an objector to an application with the determination made.

 You can find out more information in our Compliments and Complaints Policy.

Your feedback gives us an opportunity to learn from your experience so that we can evolve our customer focus to suit changing needs and continually work on being best practice when it comes to our processes.

If this matter is life threatening call T 000 immediately.

If there is a risk to health, safety or the environment or this matter is urgent please contact us on T 02 6578 7290.

Whilst we have a number of ways you can contact us, we encourage all feedback to be put into writing (where possible). Please complete the below form, including as much detail as possible (for example, locations, detailed descriptions and document attachments if applicable).

If you complete the below form anonymously, please note we will not be able to contact you regarding your compliment, concern or complaint. We will record your feedback and if we have been provided with sufficient information we will investigate and take appropriate action. 

Lodge a Compliment or Complaint

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