Make a complaint

Our Complaints Policy recognises that complaints provide us with valuable insight into what’s working well and what could be improved. It provides you with different ways you can raise a complaint and how that complaint will be reviewed and responded to.

If you are dissatisfied with our service or services, please let us know.

Your complaint will be referred to the most appropriate person as outlined in the internal review process. They’ll contact you and keep you updated on the progress of a response to your complaint along the way.

Note: If your complaint is related to appealing a planning, local laws, parking fine, building or health services decision or process, you need to use the specific review procedures for these areas.

How to make a complaint

To make a complaint, you can:

Make a complaint online

• email us at [email protected]
• call us on (03) 9278 4444
• write to us at Private Bag 1, Camberwell VIC 3124
• visit our Council offices.

We have the following services in place to help people with specific needs to make a complaint:

• National Relay Service (NRS) and Teletypewriter (TTY) users can phone the NRS on 13 36 77 and ask for 03 9278 4444.
• Speak & Listen (speech-to-speech) users can phone the NRS on 1300 555 727 and ask for 03 9278 4444.
• Interpreter and translation services in languages other than English and for people with a hearing or vision impairment.

To report improper conduct by a Councillor or Council employee, visit report improper conduct.

Helpful information to include in your complaint

It's helpful for us if you can include: 

• your name and contact details. You can make an anonymous complaint, but this may limit how we can respond to you
• the action, decision, service or policy you are dissatisfied with and why you are dissatisfied with it
• relevant details, such as dates, times, location or reference numbers, and any documents that support your complaint
• the outcome you are seeking
• whether you have any communication needs we might need to support you with.

Anonymous complaints

Although anonymous complaints won't be rejected, our ability to fully investigate these matters will be limited. This is because specific information may not be fully available. We also won't be able to provide you with a response in writing, including any decisions we make or actions we take.

Handling your complaint

Our complaint handling process looks at your complaint fairly and objectively in line with our:

• Complaints Policy
• Customer Service Charter.

We’ll keep you updated during the process and contact you ‌with an outcome. If we’re unable to meet your expectations, we’ll clearly explain why.

If you’re not satisfied with the outcome or how we handled the complaint, you can request an internal review. We’ll assign this to the Manager Governance and Legal (or delegate) to ensure independence of the review. If you’re still not satisfied after an internal review, you can contact the Victorian Ombudsman.

Feedback

We value your feedback about the City of Boroondara Complaints Policy and approach. Please feel free to contact us via any of the options above.

We also want to be proactive about obtaining your feedback regarding our commitment to our customers. From time to time, we may contact you to seek your feedback on your interactions with the City of Boroondara.