On Thursday 11 December, our Customer Experience Centres, Libraries, Visitor Information Centres and Council Offices will be closed until 11am for our staff end‑of‑year celebration.Calls will be diverted to voicemail during this time, and we’ll respond as soon as we return. Thank you for your patience, you can also contact us anytime via our website.
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In 2015, the Victorian Ombudsman released two reports which highlighting the need for all Councils to ensure that their complaints handlings systems are effective, efficient and promote fairness, integrity, respect for human rights and administrative excellence.
This policy has been developed after a review of our existing complaints handling process to provide a clear and transparent framework for the handling, recording and reporting of complaints from the public.
It was adopted by Council on Tuesday 22 February 2022.