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Service complaints and escalating an issue

Maroondah City Council endeavours to resolve customer complaints 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.

Customer feedback

If you are unhappy with a resolution, believe a service failure has occurred, or wish to provide feedback on our service, we welcome your comments.

See our online and hardcopy feedback and complaints forms

How it works

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

There are three 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 Team Leader 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

Requests are progressed to the Chief Executive Officer for consideration and final decision.

Right of appeal

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

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