Make a complaint
If you have a complaint about the quality, delay or failure of an action taken, a decision made, a service provided, by or on behalf of Council you are encouraged to complete the following form.
Council’s Complaints Handling Policy applies to the making of a complaint to Council. Upon receipt of your complaint, Council will allocate the complaint to be handled in accordance with the policy.
For requests of service or other general enquiries please see make a request online.
Complaints Handling Policy(PDF, 101KB)
Managing Unreasonable Complainant Conduct Policy(PDF, 234KB)
When making a complaint please ensure that you provide all relevant facts, and where possible include dates, times, locations, contact names, and any prior reference numbers provided. If you have an email address and mobile phone number, it is helpful to include these too.
The personal information requested is required primarily for the provision of the service referred to on this form and will only be shared with those directly responsible for providing that service. If you do not provide the information, we may not be able to deliver the service. If you would like to know more about privacy at Glen Eira City Council, including your right to seek access to any information collected on this form, please contact Council’s privacy officer on 9524 3333.
Your complaint will be directed to the business unit best able to deal with the issue. The business unit will take responsibility for investigating and responding to this complaint. We will acknowledge your correspondence within 10 working days. Council will aim to resolve all complaints within 28 working days of receipt.
If you have previously lodged a complaint with Council and are not satisfied with the outcome and wish to have the resolution or outcome reviewed, you are encouraged to complete the internal review form.