General complaints
To make a formal complaint, you will need to fill out a General Complaints form or lodge your complaint online. Completed forms can be lodged with Council by mail or at any of our Customer Service Centres.
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 General Complaints Process Policy.
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 timeframes 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 General Complaints Process Policy.
Complaints process
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 complaint can be elevated to the Complaints Review Coordinator within the Office of the CEO. The Complaints Review Coordinator will analyse the complaint and provide the complainant with a written report on the result of the investigation.
If a complainant remains dissatisfied with the outcome of the investigation made by the Complaints Review Coordinator, the matter can be referred for external review, such as the Queensland Ombudsman or Judicial Review.
