We are committed to working for you and the Yarra community to deliver high quality services and a great customer experience.
Your feedback and complaints are important to us. If you have a suggestion or are satisfied with our service – please let us know.
If you are dissatisfied with a decision, the quality of our services or the behaviour of a council employee or contractor, it’s important we hear about it. We take all complaints seriously and will work with you to address your complaint in a fair and transparent way.
We will engage with you in a meaningful and respectful way and ask that you do the same. We will not engage or respond to feedback or complaints containing abusive, demeaning or inappropriate language or remarks that are discriminatory.
What is a complaint?
A complaint is any expression of dissatisfaction about:
- The quality of an action taken, decision made, or service provided by a member of Council Staff or contractor engaged by Council
- The delay or failure by a member of Council staff in taking an action, making a decision, or providing a service
- A policy or decision made by Council or a member of Council staff or contractors.
What is Feedback?
Feedback is any suggested improvement, ideas, compliments or views expressed through a consultation.
How to make a complaint or provide feedback
There are different ways to make a complaint or provide feedback:
- Lodge a request online:
- Email: firstname.lastname@example.org
- Phone: (03) 9205 5555
- In Person: At any Council office or facility
- Mail: Yarra City Council, PO Box 168 Richmond 3121
Complaints about Councillors follow a different process. Follow the link to find out more about Councillor Conduct.
What happens next?
All feedback and complaints are reviewed by the relevant service area. This is in line with our Complaint Handling Framework.
Complaint Handling Framework
Level 1: Frontline resolution
Frontline staff receive the complaint and resolve at first point, where possible.
Level 2: Investigation
If the complaint has not been resolved by frontline staff, it will be referred to the most appropriate Council officer for further investigation. Response time is 0-10 days.
Level 3: Internal review
If a customer is dissatisfied with the process or outcome provided then they can request an internal review. Response time is 0-20 days.
What if I am not satisfied with the outcome of a complaint provided to Council?
If you are still not satisfied with the outcome of a complaint – or if the complaint remains unresolved – you can seek assistance from the Victorian Ombudsman or you will be advised of other external review options to pursue your complaint.
Level 4: External review
If a customer is not satisfied with the investigation or outcome provided then they are informed of external review options to pursue their complaint.