We take complaints about Councils. Find out how we can help.
Councils provide more than 100 services and enforce various laws for their communities. Every Council should have processes to deal with complaints they receive.
What type of complaints can we take?
We take complaints about the actions and decisions of Councils, including:
- services (eg bin collection, local road maintenance, parking fines)
- poor customer service or communication
- how the Council responded to your complaint
- compliance with policies, procedures or law
- other actions or decisions which may be unreasonable.
We ask that you complain to the Council first. Try resolving the matter with the relevant Council department. If you are not successful, make a written complaint to the Council’s Chief Executive Officer.
If you’re not happy with the CEO’s response and the issue continues to affect you, we may be able to help.
We usually don’t take complaints about Councils when:
- you have not attempted to resolve it with the Council first
- a tribunal or court (eg VCAT, Magistrates’ Court) can decide the matter
- your complaint is more than 12 months old.
Rates and charges
We have a limited role in matters to do with rates and charges. This is because there are other established objection processes you can use. A tribunal or court will often decide on these matters.
We can look into:
We may be able to consider your complaint where the Council has failed to:
- send you a notice 14 days before the date on which the first payment of rates or charges is due
- notify you of a valuation, as required under the Valuation of Land Act 1960 (Vic)
- register your change of address. You will need to provide evidence that you told the Council in writing of this change.
We can also get involved in matters to do with:
You may be able to apply to the Council for a deferral or waiver of your rates and charges, if you are:
- experiencing financial hardship
- are entitled to a concession.
Councils have some discretion over whether they approve these applications. We can look into whether a Council has unreasonably applied its discretion.
We usually don’t look into:
You can contact us for advice on the following matters. But we are unlikely to look into your complaint. This is because there are other special complaint processes you can use.
Looking to make a complaint?
Use our online form to create and submit your complaint