Make a formal complaint

Before you start

If something needs to be maintained, cleaned, fixed or replaced, or you want to make a noise, parking, or animal type complaint, you can call 07 3153030 or use our Contact us, request service, report a problem online form.

If you wish to make an anonymous complaint you should use the Contact us, request service, report a problem online form. If your complaint is anonymous Council will process the information and implement learnings; however Council will be unable to have further communications with you on the matter.

Building Control Authority complaints come under a different process. You can find full details on our BCA Complaint Policy and Process page.

Our Customer Service Charter outlines our commitment to our customers (both internal and external). Our aim is to continuously improve and ensure high satisfaction with our services.

Our Formal Complaints Policy sets out the guiding principles we apply, staff roles and responsibilities, and our process for handling formal complaints.

Confidentiality

Complaints will be managed with confidentiality where or as appropriate. Council will ensure access to complaint information will be restricted to only those managing the response process and meets Council’s obligations under the Privacy Act (and other relevant legislation).

When you should make a formal complaint

Make a formal complaint when:

we have not done what we said we would do
you disagree with a decision we have made
you are unhappy with the way our staff or contractors have behaved
we have not provided a good service.

Your privacy

We will use the information you provide in this form for the purpose of your intended interaction with us, and we may use it for training purposes. See our privacy statement for more information.

Make a formal complaint