City of Wodonga

UV

Complaint Handling

The council understands that the community expects the delivery of service and interactions with staff to be personalised and responsive. The council is committed to providing exceptional levels of service for every customer. The council values the feedback that the community provides and welcomes any suggestions for improvement in relation to the services that are delivered. The council recognises that all members of the public have a right to complain where service delivery does not meet reasonable expectations. Our full complaints policy can be found here.

Here are some examples to help you to identify if your concern is a complaint.

Scenario  

Notification to council for maintenance to council assets or infrastructure or notification of hazards.

Examples include;

  • Report of a pot hole on road
  • Report of tree branch down
  • Tree to be trimmed
  • Missed bin collection

Request for service

A request for information about council services, policies or procedures, ie,

  • Confirming balance of account
  • Following up on progress of lodged application
  • An enquiry about fees or charges
Request for service

A follow up call for a matter already notified to council and the action taken is outside of advised service timeframes.

Complaint

Report of poor service by a council officer.

Complaint

Comments provided during a public consultation session.

Community Feedback

Matters which relate to specific legislation cannot be considered a complaint and need to be dealt with under the requirements of the relevant legislation. Examples include but are not limited to;

  • Planning permit objection - Planning & environment Act
  • Objecting to a parking fine - Infringements Act
  • Report of breach of local law - Local Law
  • Dog Barking - Animal Management Act
Legislative requirement

 

A follow up call for a matter already notified to council and the action taken is outside of advised service timeframes.

PDFComplaint Handling Guidelines (PDF 210KB)


Last updated: 10-08-2017

Share this page