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Complaints

Council defines a Complaint as:

“an expression of substantial grievance or dissatisfaction related to service and/or products or the complaints-handling process itself and where a response or resolution is explicitly or implicitly expected”.

Complaints must be in writing and may relate to a serious mistake, an excessive delay to provide a service, a member of Council staff not following Council policy or the law, a repeated failure to follow through with a promised outcome, or incorrect information being provided with serious consequences.

Council will acknowledge your complaint within five (5) days of receipt of this form.

The acknowledgement will contain a reference number and the name and contact details of the relevant Council member of staff who is responsible for dealing with your complaint.

Should you not receive this acknowledgement within seven days please contact Council via email council@innerwest.nsw.gov.au or by contacting Council on (02) 9367 9222.

Council accepts complaints:

Council will acknowledge your complaint within five (5) days of receipt of this form and any supporting documentation. The acknowledgement will contain a reference number plus the name and contact details of the council officer dealing with your complaint.

To enable Council to promptly investigate the details of your complaint, the following information is required. Council will acknowledge your complaint within five (5) days of receipt of this form and any supporting documentation. The acknowledgement will contain a reference number and the name and contact details of the relevant Council member of staff who is responsible for dealing with your complaint.

For further information:

Read the Guidelines to Lodging a Request for Service or Complaint. (PDF 373.4KB)Open this document with ReadSpeaker docReader

Read the Customer Request for Service and Complaints Policy (PDF 105KB)

 

Complaint Form

The form should be used to lodge a complaint with Council.

Customer Details

Preferred Method of Contact

Please indicate your preferred method of contact for dealing with your complaint. (Tick appropriate box)

Complaint Details

Have you previously contacted Council in relation to this complaint?* - required
Are you making this complaint on behalf of another person?* - required

Declaration

After you press submit a pop up box will appear stating that your form has been submitted successfully. If you do not see this pop up box please check the form to ensure you have completed all the mandatory fields, update any missing information and press submit again.

Mandatory field(s) marked with *