How do I contact you with my complaint?
Our aim is to provide you with a great experience each time you contact us, however we understand this doesn’t always happen. To help us improve our service to you, we rely on your hearing from you. You can contact us in the following ways:
We may not always be able to resolve your issue, and sometimes complaints are more complex and require further investigation by a more senior person. In our Complaints Handling Policy we call these Tier 2 and Tier 3 complaints. If your complaint needs further investigation, you can apply for a review by following steps outlined in our Complaints Handling Procedure or contact us to seek guidance. You can read more about the full process in our policies and procedures:
There are alternate procedures which apply to particular types of complaints. Please click here for more information.
What if I’m not satisfied with the outcome?
If you don’t receive the outcome you expected, firstly you can request an internal review of a Council or officer decision under Section 270 of the Local Government Act 1999 (Tier 3 Complaint).
This process is established by legislation and it enables Council to reconsider all the evidence relied on to make a decision, including any new evidence you may have that is relevant.
Timeframes for investigating complaints
Our aim is to work with you to resolve complaints as quickly and effectively as possible when we hear from you.
In situations where we are unable to immediately resolve your complaint and further investigation is required, our aim is to remediate these within 10 days. Where it is not possible to meet this timeframe, we will continue to keep you informed of progress throughout the process of reviewing your complaint.
Feedback and Compliments
We would also love to hear from you if you have general feedback that will assist us to improve services, or if you’ve had a positive experience with Council. You can submit this in the same way: