We aim to provide excellent customer service. If our service does not meet your expectations, we want to know about it so that we can fix the problem quickly.
Please note that this procedure relates to complaints about services provided by the City of Whittlesea, and does not cover decisions made by Council at a formal Council Meeting.
We are committed to being accessible and responsive to determining the outcome of complaints quickly and creating a culture that encourages feedback.
If our service falls short, or we make a mistake, we encourage our customers to contact us directly so we can resolve the issue promptly.
We regard complaints as an opportunity to improve our practices and procedures.
You can provide feedback or complain by contacting us by phone, in writing or in person:
Council takes a four-tiered approach to complaint handling.
If Council is not the right organisation to respond to the complaint, Frontline Staff will refer the complainant to an organisation that can help.
If you suffer personal injury or property damage due to Council's negligence, you may be entitled to claim compensation. Please note such claims are against Council directly and not under an insurance policy.
If you wish to report an incident or request repairs to Council property (such as roads or footpaths), report an issue online or call 9217 2170.
If your complaint is about improper conduct or detrimental action you should direct your complaint to the Public Interest Disclosure Coordinator.
Improper conduct must be either criminal conduct or conduct serious enough to result in a person’s dismissal while detrimental action includes harassment or discrimination, or other adverse action taken against the person making the disclosure in reprisal for having reported the alleged improper conduct.
People seeking protection under the Public Interest Disclosure Act should carefully consider whether their complaint meets these basic thresholds before reporting. Full definitions of improper conduct and detrimental action can be found in the Public Interest Disclosure Act 2012 Procedures.