Your feedback and complaints are important to us. Read Yarra Council's customer complaints policy. Report an issue online or ask for an internal review.
Your voice counts
Your feedback and complaints are important to us. If you are dissatisfied with a decision, our service or the behaviour of our team, it's important we hear about it.
We will:
- take your complaints seriously
- work with you to address your complaint in a fair and transparent way
- engage with you in a meaningful and respectful way and ask that you do the same
- not engage or respond to feedback or complaints containing abusive, demeaning, discriminatory or inappropriate language.
We listen
Our service staff receive your complaint. We try to resolve all matters straight away.
We investigate
If we need more time to resolve your complaint, one of our council officers will investigate further. You should have an answer within 10 days.
Ask for an internal review
If you're unhappy with our answer or complaints management, you can request an internal review. You should have an outcome within 20 days.
Ask for an external review
If you're still unhappy after the internal review or if the matter remains unresolved, you can ask the Victorian Ombudsman to look into the matter. The Ombudsman is a free and independent service. We'll also tell you about other external review options.
Feedback is when you:
- tell us what we can do better
- share an idea
- make a suggestion
- give us a compliment
- have your say in a public consultation
A complaint is when you tell us that you're unhappy about something at Yarra City Council. For example, when you're unhappy about:
- one of our actions, decisions, policies or services
- the behaviour of our team, including contractors at Yarra City Council
- a delay we have caused
There are several ways to make a complaint
Complaints about our Councillors follow a different process. Follow the link to find out more about Councillor Conduct.