The City of Melbourne’s Customer Focus Strategy commits us to being a leading customer focused organisation.
Understanding your experience with the City of Melbourne is important to us and will help us to improve our services.
How your complaint will be investigated
When we receive your complaint it will be recorded in our customer request system. You will receive acknowledgment from us that your complaint has been received and be provided with a customer reference number to assist in tracking your complaint.
When we receive your complaint we will direct your concern to the most appropriate person within the City of Melbourne who will be responsible for keeping you up to date on the progress of your complaint.
Throughout the process, we may need to contact you to discuss your concerns or to ask for more information. Providing us with current contact details (such as a telephone number or email address) will ensure we provide a response as soon as possible.
After investigating, we will respond and aim to resolve your complaint, giving reasons for our view.
How long it will take
The City of Melbourne will do its best to resolve your complaint within 10 working days.
If we cannot resolve your complaint within 10 working days you will be kept informed of our progress and be provided with:
- the name of the person responsible for resolving the complaint
- the estimated length of time it may take to resolve your complaint
- a timeframe for when you can next expect an update from us
You should be aware that by lodging a complaint, the matter in question will not be automatically suspended or put on hold.
Disputes
If you remain dissatisfied with the City of Melbourne’s response to your complaint, you can submit in writing a request for review by the Chief Executive Officer. Your letter should include the original reference number and your full contact details.
Chief Executive Officer
City of Melbourne
GPO Box 1603
Melbourne VIC 3001
Australia
Privacy
Council has a policy that restricts access to complainants’ details. The contents of a complaint may be available by direct request to the Customer Relations Manager, but any personal details will be masked. This request will be forwarded to Council’s Freedom of Information Officer.
Authorisation
This policy was authorised by:
Chief Executive Officer
17 November 2008
This policy has been prepared by the Customer Relations Branch.
To contact us and lodge a complaint
In person
Talk to our staff at:
Ground Floor, Town Hall Administration
120 Swanston Street
7.30am - 5pm
Monday to Friday
(Public holidays excluded)
By phone
Call our Customer Contact Team on (03) 9658 9658.
Online
Contact us online to lodge a complaint.
By mail
Send a letter to:
c/o Customer Relations Manager
City of Melbourne
GPO Box 1603
Melbourne VIC 3000
Australia
By fax
Send a fax to +61 3 9654 4854 c/o the Customer Relations Manager.
Feedback
We value your feedback about the City of Melbourne Complaint Management Policy. Please feel free to contact us via any of the options above.
We also want to be proactive about obtaining your feedback regarding our commitment to our customers. Thus from time to time we may contact you to seek your feedback on your interactions with the City of Melbourne.
More information