Customer service charter and lodging a complaint

  • We want your experience with us to be positive, and our service as efficient as possible. It's important that you can do business with us and get the information you need quickly and easily. 
  • Our customer charter sets out the standards you can expect from us, including what to do if you're not happy with our service. 

View the customer service charter


We welcome your feedback on the services we provide to our community. To do this, please contact us on 1300 787 624 or at 

Lodge a formal complaint about our customer service 

If you are unhappy with a decision, level or quality of service, or behaviour of an employee or agent, this can be investigated and acted upon where no right of appeal or review is available under any other legislation. 

If you have made a formal complaint, we will:

  • acknowledge the complaint within 3 working days
  • investigate it and provide the name of the officer conducting the investigation
  • provide a timeframe in which a response will be given to you.

The following are not considered complaints under this process: 

  • A request for works or services (such as reports of damaged or faulty infrastructure), unless it is a second request and there was no response to the first request or where the response or quality of works were unsatisfactory.
  • A complaint about an event, service or business for which we are not responsible.
  • Disagreement with our policy or a lawfully made decision.
  • The lodging of an appeal or objection.
  • Reports about neighbours, noise, dogs, unauthorised building work or similar issues. 
  • Trivial, frivolous or vexatious complaints which will not be investigated.

For more information on lodging a complaint, please contact our customer support centre

From early February 2021, you may receive a call from National Field Services. This is an independent market research agency conducting the 2021 Community Satisfaction Survey.  

Every year, residents across all local government areas in Victoria are randomly chosen to take part in a community satisfaction survey. The survey asks for feedback on the services their local council delivers. It is coordinated by the Victorian Government.

  • The survey is done over the phone, by an independent agency.   
  • It includes standard measures so that results can be compared across councils.
  • We use the survey results to better understand your needs, wants and expectations. This helps us to shape the Council Plan.
  • Your details and individual responses are confidential. Only the overall results are shared with us.   
  • Your feedback is valuable to us, so we hope you can take part if you’re contacted. Thank you.

If you have any questions, please contact us on 1300 787 624 or

Results from past Community Satisfaction surveys 

2020 results   2019 results   2018 results   2017 results

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