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Feedback, complaints and escalating an issue

We value your feedback

If you have a suggestion, believe a service failure has occurred, or have a compliment about our service, we want to hear from you! 

Before you submit a complaint, please check if your issue is a service request, or a complaint. This will help us to respond to the issue as quickly as possible.

Submit your feedback

Compliments and general feedback

Are you happy with the service you’ve received, or is there something you would like to share with us?

Submit your feedback online 

See other ways  to submit your feedback

Complaints and service failures

We take complaints seriously and are committed to resolving any issues as quickly as possible.

Once we receive all relevant information we will give you detailed information about:

  • who is handling your complaint
  • what is being done
  • where possible, we will also give you choices about how the complaint should be resolved.

In most instances, complaints will be resolved at the first point of contact with the service team concerned. Complaints that are especially complex or sensitive may need to be referred to an independent mediator or other body. If this is the case, we will make sure that you are aware of the process we are putting in place to deal with your complaint.

Submit your complaint online 

See other ways  to submit your complaint

Is it a Complaint or a Service Request?

 In most situations the following applies:

  • requesting something additional or new (a service request)
  • reporting a failing or a shortfall in our service delivery (a complaint)
  • complaining about a Council’s response to a service request (a complaint)

The below table gives examples of whether to submit a service request or a complaint.

Examples of issue  Service request / complaint
There is a pothole that needs fixing on my street Service request
A pothole I reported to Council two months ago hasn’t been fixed and is getting worse Complaint
I was not happy with the help I got from customer service Complaint
My neighbours business is very noisy. Can you make it stop?  Service request 
Council’s investigation into noise from a business wasn’t rigorous and didn’t look at peak times. More investigation is needed   Complaint
There are lot of leaves in the gutters, and I want to request street sweeping Service request
I misplaced by rates notice and need a new copy Service request 

Find out more about submitting a service request

How complaints are received and 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 

See the Maroondah City Council Complaints Policy.

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