Due to the COVID-19 restrictions

our Customer Service Centre at Town Hall is closed. We are still receiving and responding to requests and questions via phone and through online channels. Find out more about COVID-19 and what Council is doing in our COVID-19 services update.

Internal review

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 following form.

An internal review will be conducted in accordance with Council’s Complaints Handling Policy (PDF 101kb). A right to internal review is not available unless you have been advised of that right in Council’s correspondence with you.

If you have not made a prior complaint about your issue please complete an online enquiry or lodge a complaint.

Information to include when making a complaint

Please ensure that you provide as many relevant facts as possible when making a complaint or requesting an internal review, including:

  • dates
  • times
  • locations
  • contact names
  • prior reference numbers
  • email address
  • mobile phone number.

What further actions are available to me?

If you are not satisfied with the outcome your complaint or the way it was handled by Council, you are able to take your complaint to an external agency. Council will advise you of external agencies able to assist you with your complaint.

Ombudsman Victoria has the jurisdiction to investigate complaints against councils.

You can contact Ombudsman Victoria on 9613 6222 or toll free on 1800 806 314 or by email ombudvic@ombudsman.vic.gov.au

Further information can be found on the Ombudsman Victoria website: www.ombudsman.vic.gov.au

 


 

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