What is a complaint?
A complaint is an expression of dissatisfaction by an affected person about an administrative action of Council, which in the judgement of the receiving officer is of sufficient substance to warrant action under the Complaints (Administrative Action) Policy.
Please note that a complaint is not the same as a request for service, a request for information or an inquiry seeking clarification of an issue. Examples of matters that are not classified as complaints include:
- an inquiry to seek clarification or further information about the amount of a rates bill
- a request to Council to take action on a barking dog, a noisy pool filter, a leaking water pipe or any other services
- an inquiry made to Council on a particular development or compliance matter that is processed in accordance with statutory or administrative time frames established by Council
However, if no or inadequate action is taken on a request for service or information, or inquiry seeking clarification, the subsequent contact would be classified as a complaint and handled under the Complaints (Administrative Action) Policy.
Council’s approach when dealing with complaints allows for fair and detailed consideration.
When a complaint is received, an impartial Complaint Officer will review the case. Once investigated, the Complaint Officer will provide a written report of the investigation to the area manager and to the person who initiated the complaint.
If the complainant is dissatisfied with the outcome, the matter can be referred for external review, such as the Queensland Ombudsman or Judicial Review.
Complaint Lodgement Form
Council takes complaints seriously. An officer will contact you within 10 working days of receiving this complaint to advise you what Council will do to address this issue and how long that will take.
* Fields are mandatory, other fields are optional.