We take your complaints very seriously, and endeavour to resolve them to your satisfaction as quickly as possible.
At all times, we will strive to give you detailed information about who is handling your complaint, and what is being done. Where possible, we will also give you choices about how the complaint should be resolved.
Once we have agreed on a solution with you, you can also expect that we will make a commitment about how and when the solution will be put in place, and keep you updated on progress.
Complaints that are especially complex or sensitive may need to be referred to Council’s Chief Executive Officer to be resolved. Still others may require resolution by an independent mediator or other body. If this is the case, we will make sure that you are fully aware of the process we are putting in place to deal with your issue. Complainants can contact the Ombudsman’s Office for further advice and information. www.ombudsman.vic.gov.au