We want it to be a positive experience whenever customers engage with Council, including when making complaints.

For us, good customer experience means being responsive, accountable and empathetic. However, we know we don't always get it right.

The purpose of this Draft Complaint Policy is to;

  • make it easier for customers to make a complaint
  • help customers know what to expect when they make a complaint, including how we will investigate, follow up and respond to complaints
  • reinforce our commitment to learning and improving from complaints, feedback and compliments

This Draft Policy is modelled on VIctorian Ombudsman Best Practice and complies with the Victorian Local Government Act (2020).