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).

The Customer Complaint Policy has now been updated

Timeline

  • Timeline item 1 - complete

    Research and Draft development

  • Timeline item 2 - complete

    Draft Policy out for feedback

  • Timeline item 3 - complete

    Feedback considered, relevant changes made

  • Timeline item 4 - complete

    Final draft approved

Contact Us

Have questions or want to learn more about the Policy, contact us below:

Contact Information
Name Lucy Proctor
Phone 1300 368 333
Email mail@yarraranges.vic.gov.au
In writing

PO Box 105, Lilydale Vic 3140

If you need assistance when contacting Council, please use the numbers below.

  • National Relay Service: 133 677 (for callers who have a hearing, speech or communication impairment and for Text Telephone or modem callers)
  • 1300 555 727 (for callers using Speech to Speech relay)
  • Translating and Interpreting Service: 131 450 and ask them to contact Council on 1300 368 333
  • TTY: 9658 9461