Step 1 — Frontline resolution
We will try to resolve your complaint at first contact. If we can resolve it immediately, we will.
Step 2 — Investigation (if required)
If your complaint cannot be resolved at first contact, it will be referred to a Council officer for investigation. You will receive an acknowledgement within 5 business days and a decision within 10 business days. You will be advised of your right to request an internal review if you are dissatisfied with the outcome.
Step 3 — Internal review (if requested)
If you are dissatisfied with the outcome of the investigation, you can request an internal review. The review will be conducted by a senior Council officer who has had no prior involvement with your complaint. You will receive the outcome within 30 days.
Step 4 — External review
If you remain dissatisfied after the internal review, you may seek external review through the Victorian Ombudsman or another relevant oversight body. Council will provide you with information about your external review options as part of our internal review response.
If your complaint cannot be resolved within the standard timeframes, we will contact you as soon as possible and advise you of a revised expected timeframe for resolution.
For complaints that fall outside the scope of this process, refer to our Complaint Handling Policy for a full list of exclusions.