The policy aligns with Section 107 of the Local Government Act 2020 and follows Victorian Ombudsman best‑practice standards, ensuring independence, accountability and statewide consistency in complaint handling.

Council’s draft policy sets out a consistent, transparent approach for how community complaints are managed, ensuring fairness at every step.

A complaint is defined as dissatisfaction with a Council service, decision or action—not a routine service request or general feedback.

The policy aims to make the complaints process simpler, more accessible and easier to navigate for all community members.

Council is committed to responding promptly, providing clear communication and keeping customers informed at each stage of the process.

All complaints are managed respectfully, confidentially and without discrimination, with strong expectations for professional conduct from staff.

If someone is not satisfied with the outcome, the policy outlines clear steps for internal or external review or escalation, ensuring accountability and fairness.

Complaints can be made in person, by phone, in writing, online or through an advocate, making the process inclusive and accessible for the whole community.