Making a Complaint

If we fall short in our service, or make a mistake, we encourage you to contact us directly so that the matter can be resolved promptly in line with our customer commitment and to your satisfaction. For more information, visit our customer commitment webpage.

Our complaints procedure

We follow the Victorian Public Services Ombudsman's Complaints Handling procedure. If you have a concern, we will do our best to resolve it. We will also make sure you know what to expect at each stage.

Aims and Objectives

The Complaints and Feedback Guidelines aim to:

  • Ensure the community’s right to comment is protected and promoted
  • Inform the community of the external and internal procedures for handling complaints and compliments
  • Ensure that feedback is handled in an appropriate, effective and systematic way allowing corrective actions to be put in place where necessary
  • Increase the level of community satisfaction with our services

You can make a comment, compliment or complaint about any of our services.

There are four distinct categories of customer complaints:

How we handle your service complaint

Our complaints procedure has two stages:

  • Frontline resolution
  • Investigation

Frontline resolution

We will respond to your complaint within ten working days. If we need more time to resolve your issue, we will let you know.

We act on anonymous complaints as far as it is possible to do so without being able to consult with the complainant. If there is sufficient information in the complaint, a review of the complaint will be conducted.

Not satisfied with our response? You can ask us to review your complaint.

Investigation

We will appoint a senior Council officer to review your complaint. We will tell you who the Council officer is and respond within ten working days.

If your complaint is complex, we may be unable to resolve your concerns within this timescale, in which case we will contact you to agree to a different date.

If you are still not satisfied

For all complaints, you can contact the Victorian Ombudsman Service.

Full Version: Complaints and Feedback Guidelines

Any complaints about your dealings with Council can be addressed to:

By mail
Manningham City Council
P.O. Box 1,
Doncaster 3108 Victoria

By fax
(03) 9848 3110

By telephone
(03) 9840 9333

Email
manningham@manningham.vic.gov.au

In person
At our Civic Centre Office or Depot Office during business hours.

Via our website
www.manningham.vic.gov.au/contact-council

Manningham Complaints Management Guidelines

For more information, download the Icon for application/pdf Complaints Feedback Guidelines (102.7 KB).