Council welcomes feedback about our services at any time, but particularly if you have a concern or complaint about the way that we have provided a service. Please contact us if you are dissatisfied with a product or service delivered by the Council, its Elected Members, staff, volunteers or a third party that represents the Council.

We are committed to the principles of transparency and fairness when handling customer feedback.

When you contact us, you can expect to:

• be treated with courtesy and respect
• have assistance provided to facilitate communication, which may include arranging an interpreter or involving an advocate
• be advised that the matter has been received and be kept informed about the timeframes expected for a response
• have your matter considered quickly and fairly
• have your matter handled confidentially, where appropriate
• be provided with information about other options for resolution that are available
• receive feedback or an outcome to your matter

In return, we ask that you treat our Elected Members, staff, volunteers and representatives with the same courtesy and respect. Vexatious, malicious or discriminatory behaviour towards any Council officer will not be tolerated. Council keeps a record of reports received each year and improvements that have been made as a result of complaints received. You can find more information about complaints received by Council in our Annual Report.

We have a suite of policies which have been designed to assist you with your options should you wish you wish to request a service, relay a compliment, or make a complaint about Council.

• Internal Review of Council Decisions (Section 270 of the Local Government Act) - please note that a statutory fee of $20 is payable on application.
  Further details about lodging a grievance related to the impact of the declaration of rates or services charges can be found in Council's Valuation and Rating policy.
• Complaints directed to the Ombudsman
• Complaints directed to the Office of Public Integrity

If you wish to make a complaint online, please use the 'Online services' link below.

eCouncil - Online Services

Internal Review of Council Decision Section 270 Form(PDF, 149.99 KB)

Complaints & Grievances Policy

Unreasonable Complainant Conduct Policy

Public Interest Disclosure Policy

Public Integrity Guide (PDF, 1175.84 KB)

A new behavioural management framework for council members commenced on 17 November 2022. Councils must prepare and adopt a Behavioural Management Policy which replaces what was previously known as the Council Members Code of Conduct. Councils have a transitional period of time in which to adopt their own policy and until such time, the Local Government Association's Model Behavioural Management Policy has been automatically adopted and can be viewed by following the link below.

Behavioural Management Policy