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Complaints handling & resolution

Complaints handling & resolution

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.

How to make a complaint

In the first instance, contact the department that provided the service you are dissatisfied with, and explain the problem to them. You can do this by phone, in writing or in person.

If you are unsure of the correct department, contact us and our Customer Service Officers will refer you to the relevant department. In some cases you may be asked to put your complaint in writing.

If required, we will send you a letter to acknowledge your complaint and will then investigate it. We aim to resolve all customer complaints as quickly as possible.

Resolving your complaint

We will let you know if your complaint will take longer than 10 working days to be resolved, and will give you the name and phone number of the person handling your complaint.

If you are not satisfied with the steps we take to resolve your complaint, or with the result of our investigation, you can request a review of the outcome.

Liability claims

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.

Privacy complaints

If your complaint relates to how we have collected, held, used or disclosed your personal information, you should speak to our Privacy Officer by phoning 9217 2223. You can download a copy of our Privacy Policy or contact us to request a hard copy.

Protected Disclosure Act

We are committed to the aims and objectives of the Protected Disclosure Act 2012.

We do not tolerate improper conduct by our employees, officers or members, or the taking of reprisals against those who come forward to disclose such conduct.

You should direct your complaint to our Protected Disclosure Coordinator, and can remain anonymous.

For a copy of our procedure for handling such disclosures, see Protected Disclosure Act.