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                    Complaint Resolution Policy

                    The City of Melbourne values your feedback. If your experience with City of Melbourne didn’t meet your expectations, please take the time to let us know. We use complaints data to inform future improvements to our services.

                    Making a complaint  

                    You can submit a complaint to express dissatisfaction with: 

                    • the quality of an action taken, decision made or service provided by an employee or a contractor engaged by the Council (contractor) 
                    • the delay by an employee or a contractor in taking an action, making a decision or providing a service 
                    • a policy or decision made by the Council, an employee or a contractor.

                    How to make a complaint:

                    By phone

                    03 9658 9658

                    In writing

                    c/o Customer Relations Manager
                    City of Melbourne
                    GPO Box 1603
                    Melbourne VIC 3001
                    Australia

                    Visiting in person

                    At Melbourne Town Hall service desk.

                    Melbourne Town Hall
                    90-130 Swanston St
                    Melbourne 3000


                    How we manage your complaint:

                    Tier One

                    When we receive your complaint, we will send it to the relevant service department for investigation and resolution. We will make every attempt to resolve your complaint quickly, in line with our Customer Service Charter.

                    Tier Two

                    If your complaint is not resolved through the standard process, we will escalate it for investigation to a senior staff member for the relevant service department.

                    We attempt to resolve Tier 2 complaints within 20 days. If we can’t resolve it within this time period, we will let you know and provide you with a new timeframe for resolution.

                    Tier Three

                    If you remain dissatisfied with how your complaint has been handled, you may request an internal review by the Complaints Management Team for final investigation and decision. We aim to complete the review within 20 working days.

                    Tier Four

                    You may request an external review from the Victorian Ombudsman.

                    For more information, read our complaints policy.


                    Privacy

                    City of Melbourne’s Complaint Resolution Policy is subject to our Privacy Policy.

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