Customer feedback, compliments and complaints form

If you have a suggestion, believe a service failure has occurred, have a compliment about our service, or you are unhappy with a resolution, you can contact us using our feedback form.

Types of feedback

Before you submit this feedback form, please check if you need to request a service or report an issue instead.

Check feedback type

In most situations the following applies:

Situation Action to take
  • Request something additional or new (e.g. street sweeping)
  • A regular service has failed or there is an issue with something (e.g. a bin collection was missed)

Request service or report an issue

  • Report a failing or a shortfall in our service delivery or make a complaint about a Council’s response to a service request
  • Share ideas about how something could be improved
  • Leave positive feedback
Submit feedback form (below)

Submit feedback

You can do this online, by mail, email, in person of by phone. 

If you have a barking dog noise complaint, please do not use this form. See our barking dog webpage.


To leave feedback, a complaint or a compliment complete our feedback form online.

Submit online feedback

By email, mail or in person

Step 1.Download and complete our feedback form 

If you can't complete the online form, please use our hard copy forms below:

Customer feedback form(DOCX, 133KB)

Customer feedback form(PDF, 66KB)

Step 2.Submit the completed form and any supporting documents

By phone

Contact our Customer Service Team on 1300 88 22 33 or (03) 9298 4598.

You can also use our Live Chat service. 

Complaints process and escalating an issue

If you feel an issue has not been resolved, or you are dissatisfied with the outcome, there are opportunities to escalate a complaint.

How are complaints handled/escalated

When a complaint is received it is forwarded to the appropriate Service Area.

There are four levels in the complaint process.

Level 1 - The service area involved will manage your request. If you are dissatisfied with the outcome, you can request for further consideration or referral to Level 2.

Level 2 - The Customer Service Coordinator will raise the request with the service area concerned on your behalf. You will then receive notice of the outcome. If you are not satisfied with the outcome, your request can be progressed to Level 3.

Level 3 - The Director of the relevant service area will review the complaint and provide a response in no more than 10 days. If you are dissatisfied with the outcome you can request referral to Level 4. 

Level 4 - The Chief Executive Officer will review the complaint and make a final decision. 

Right of appeal

Complainants can contact the Ombudsman’s Office at any stage for further advice and information.

Further information 

For more information please contact Council on 1800 88 22 33.