Feedback and complaints

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. 

How to provide feedback or make a complaint 

What happens next?

All feedback and complaints are reviewed by the relevant service area. 

If you make a complaint, we will always aim to resolve your issue the first time you contact us. If this is not possible, and you provide your contact details, we will respond to you within 10 business days. 

If we cannot provide a response within 10 business days, we will still contact you to provide an update on how your complaint is progressing. We will also provide the details of the staff member handling your complaint. 

What if I am not satisfied with the outcome of a complaint?  

If we are unable to resolve your complaint, we'll clearly explain why.

If you are not happy with our response – or do not agree with the outcome – you can request a review. A senior officer will then review the complaint and notify you of the findings once the review is completed. 

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.