Complaints

Your complaints help to improve our services.

We encourage you to let us know if we get it wrong. Learning from complaints is the best way for us to get it right.

We take all complaints seriously and always try to find a solution before it becomes a big problem. 

Make a complaint

What is a complaint?

A complaint is a report of a fault or shortfall in Council action or policy. You might have a complaint about the quality or timing of:

  • actions
  • decisions
  • services
  • policies.

A complaint is not a customer enquiry, service request or issue report. Please visit our contact us page if you'd like to report an issue, request a service or ask a question.

Example service requests/issue reports

  • 'There is a pothole on my street, and I would like it fixed.' 
  • 'I think a car on my street is abandoned/illegally parked. Could you investigate?'

Example complaints

  • 'I reported a pothole several months ago, but it hasn't been fixed.' 
  • 'The abandoned/illegally parked car I reported several months ago is still there. I submitted my contact details, but a Council officer hasn't followed up with me.'

Selecting the correct option can help us action your requests faster.

How to make a complaint

Complete the form below to tell us about your concerns or call us on 1300 653 356 during contact centre business hours (Monday to Friday, 8am to 5:30pm).

You can also write to PO Box 1000, Mentone VIC 3194 or visit in person at our Cheltenham or Chelsea customer service centres during their in-person business hours.

Click here to view form.

What is our complaints process?

Every complaint follows the same five steps, which will be clearly explained to you by our team.

Complaints process

Step 1.First point resolution

  • We will always try to resolve your complaint at the first point of contact
  • Our team will work with you to find a solution
  • If the matter cannot be resolved, the complaint will be investigated.

Step 2.Investigation

  • Within 24 hours, you will be contacted by your Assigned Officer
  • You may be asked to provide more information
  • The Assigned Officer will take up to 10 working days to investigate
  • You will be contacted every 10 working days unless agreed otherwise
  • If the mater cannot be resolved by the Assigned Officer, the complaint will be escalated.

Step 3.Internal escalation

  • You will be contacted by a Senior Officer
  • You may be asked to provide more information
  • You will be contacted very 10 working days unless agreed otherwise
  • If the mater cannot be resolved by the Senior Officer, you can request an internal review.

Step 4.Internal review

  • The internal review panel will be made up of people who have not yet been involved in steps 1-3
  • You will be contacted within 5 working days
  • If the matter cannot be resolved by our internal review panel, you can refer the matter to an external agency

Step 5.External review

If not resolved through steps 1-4, you can contact an independent agency.

Make an anonymous complaint

You can make a complaint without giving us your name or contact details, although we will not be able to follow up with you if we need more information or if you would like to know the outcome.

Call us on 1300 653 356 to discuss your issue. You can also submit an anonymous complaint online through our contact us form.

Privacy

Your personal information will only be used for the purpose of investigating your complaint.

We will:

  • share with Council staff on a need-to-know basis only
  • de-identify if the information is made public.

Read about how your privacy is important to us.

More information

Read more detail in our Complaints Resolution Policy or contact us on 1300 653 356

Complaints Policy

Complaints Policy

How to make a complaint

Complaint form 


Email
info@kingston.vic.gov.au


Phone
 1300 653 356 during business hours


Mail
PO Box 1000, Mentone VIC 3194


In person

  • Cheltenham Customer Care
    1230 Nepean Highway
    Monday – Friday 10am – 12.30pm, 1pm – 4pm
  • Chelsea Customer Care
    1 Chelsea Road
    Tuesdays 10am – 4pm


National Relay Service
133 677 (quote 1300 653 356)


Translating & Interpreting Service
131 450 (quote 1300 653 356)

 

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