Making a Complaint

If we fall short in our service, or make a mistake, we encourage you to contact us directly so that the matter can be resolved promptly in line with our customer service charter.

Our complaints policy

We have a Complaints Handling Policy based on the Victorian Ombudsman’s Councils and complaints - A good practice guide (February 2015), and the Australian Standard: Customer satisfaction - guidelines for complaints handling in organisations (AS/NZS 10002:2014).  If you have a concern, we will do our best to resolve it.

Aims and Objectives

The Complaints Handling Policy aims to:
•    Put in place an open and transparent complaint handling system;
•    Establish our timeframes for resolving complaints;
•    Clarify the roles and responsibilities of council staff;
•    Ensure staff handle complaints fairly and objectively; and
•    Set out how staff record and analyse complaint data to identify where we can improve our processes and/or services.

You can make a comment, compliment or complaint about any of our services.

How we handle your complaint

Our complaints procedure has four stages:
•    Frontline resolution
•    Investigation
•    Internal review
•    External review

Frontline resolution

We will respond to your complaint within ten working days. If we need more time to resolve your issue, we will let you know.
We accept and respond, where possible, to anonymous complaints, provided we have received enough information to do so.
Not satisfied with our response? You can ask us to review your complaint.


We will appoint a senior Council officer to review your complaint. We will tell you who the Council officer is and aim to resolve the complaint within 28 days.
If your complaint is complex, we may be unable to resolve your concerns within this timescale, in which case we will contact you.

Internal review

You may request an internal review of your complaint if you are not satisfied that the complaint has been resolved or was handled correctly. Any internal review will be in accordance with the Council Decision and Process Review.

External review

If you are still not satisfied you can contact the Victorian Ombudsman.

How to make a complaint

You can make a complaint in a number of ways.

Boroondara City Council
Private Bag 1
Camberwell Vic 3124

Customer Service Team 03 9278 4444
National Relay Service: TTY 13 36 77
Speak and Listen: 1300 555 727

Complaints Management


In person:
Boroondara Council Offices
8 Inglesby Road, Camberwell or
360 Burwood Road, Hawthorn
Monday to Friday from 8:30am to 5pm

After business hours:

Phone 03 9278 4444 to be immediately transferred to Council’s after hours service.

Boroondara Complaints Handling Policy

For more information, download the Complaints Handling Policy.