How to lodge a complaint
All members of the public have the right to lodge a complaint about any of the services Council provides.
Council views a complaint as a means to potentially improve upon the delivery of existing services to its community.
How can I make a complaint?
An individual can make a complaint by:
Complaints Management Process
Upon the receipt of a complaint Council will take a four tiered approach to resolution.
1. Frontline Resolution
Council officer receives the complaint, assesses it and resolves the complaint immediately, if possible.
2. Investigation
If frontline staff are not in a position to resolve a complaint it will be forwarded to an appropriate officer/area of Council for investigation.
3. Internal Review
If a complainant is unhappy with the process or outcome of the initial resolution/investigation, they can request an internal review by a more senior officer, which will generally be the Manager of the area the complaint was referred.
4. Access to External Review
If the complainant is dissatisfied with the process or outcome of the internal review, Council officers will inform complainants of external review options.
Accessibility
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If complainants would like more information, or to lodge a complaint in their own language, the free Telephone Interpreting Service is available by calling 131 450 and ask the service operator to contact Maribyrnong City Council on 9688 0200.
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National Relay Service
If you are deaf, hard of hearing, or have a speech/communication difficulty please contact the National Relay Service (NRS) by:
- Contacting us through your preferred NRS call channel detailed on NRS call numbers and links.
- Provide the NRS with our phone number 03 9688 0200.
For more information visit the National Relay Service website.
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