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Make a complaint

… Complaints help us improve our policies, practices and the way we deliver our services. Complaints … Make a complaint …

Complaints help us improve our policies, practices and the way we deliver our services and to make changes where necessary.

We take all complaints seriously and we will work with you to address your complaint in a fair and transparent way.

If you wish, you can make a complaint anonymously.

What types of complaints can you make?

Let us know about:

Delays in providing a service.
A decision we have made.
One of our policies or strategies.
Quality of an action we have taken.
Conduct of council staff.

How to make a complaint

Make a complaint to us in your preferred way. We will do our best to respond to you via your preferred method.

Phone

03 9840 9333

Monday to Friday, 8:30am to 5:00pm

Interpreter service

03 9840 9355

Fax

03 9848 3110

Online

Website
Webform or Live chat

Email

manningham@manningham.vic.gov.au

Social media

Visit us or by post

In person:
699 Doncaster Road Doncaster Victoria Australia 3108

By post:
PO Box 1, Doncaster Victoria 3108

Need help? Contact us.

Make a complaint online

What happens next?

We will try to resolve your complaint the first time you contact us.

If this is not possible we will refer your complaint to the relevant service area and aim to provide you an outcome within 10 days.
If we need more time or information we will keep you informed throughout the process.

If you remain anonymous we will still investigate your complaint. However, we will not be able to follow up with you or provide an outcome.

What if you are not satisfied with our response?

You can request for your complaint to be reviewed if:

You are not happy with the action taken.
We have not been able to resolve your complaint in the first instance.

Our Complaints Policy outlines our approach to providing a fair and consistent process for managing complaints about an action, decision or service delivered by our staff, councillors, volunteers or contractors who work on our behalf.

Assess and investigate

Your complaint is reviewed and investigated, if required, by a more senior officer. They will provide you with an outcome within 10 business days.
Internal review
Request an internal review if you are dissatisfied with:
- The outcome.
- How we managed your complaint.
The request for internal review must be received in writing.

Complaints will be reviewed or investigated by an independent Group Manager, Director or the Chief Executive Officer.

We will advise you about the outcome in writing within 28 days, or reach out if we need more information from you.
External review

If you are not satisfied with how we have resolved your complaint you can request an external agency review.

Request an external review

If you are not satisfied with how we have resolved your complaint, or at any stage throughout the process, your complaint can be reviewed externally.

You can refer your complaint to an outside agency such as the Victorian Ombudsman Service. Ph: 03 9613 6222.

Complaints Policy

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If this is not what you are looking for, you can also:

Visit us

Manningham Civic Centre

699 Doncaster Road

Doncaster Victoria

Australia 3108

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Report an issue

Report an issue

Tell us about an issue.

Make a complaint

Feedback and complaints

Do you have feedback or a complaint? You can contact us at anytime to tell us about it.

https://yoursay.manningham.vic.gov.au/

Have your say

Voice your options, share ideas and provide feedback on projects that are important to you.

/about-council/how-council-works/find-your-local-councillor-and-ward

Contact our councillors

Find out more about your local councillor and their contact information.

/contact-us/get-information-your-language

Translations

Get multi-lingual information on our services.

https://www.infrastructure.gov.au/media-communications-arts/phone/services-peop…

National Relay Service

The National Relay Service (NRS) is an Australia-wide phone service for people who are deaf, have hearing impairment and/or speech impairment and people wanting to communicate with them.

Report

… report a sick or injured native animal. Make a complaint Complaints help us improve our policies, practices and the …

View the links below to report an incident or make a request.

Frequently used:

If your request is urgent call us on 9840 9333

Waste and recycling

Report a missed bin collection

Find out what to do if your bin was not emptied or only half emptied.

Report dumped rubbish or litter

Find out what type of dumped rubbish or litter you can report and where you can report it.

Property and development

Report an unsightly property

Find our how to report a property with excessive rubbish or disused excavation materials.

Report an issue with a tree on public land

Report a tree or tree branch that is obstructing the road, footpath or is in danger of falling or causing damage.

Report graffiti or vandalism

Find out what type of graffiti or vandalism you can report and where you can report it.

Report noise

Find out what to do if noise is an issue near you.

Parking, roads and footpaths

Report an illegally parked or abandoned vehicle

If you've noticed an illegally parked vehicle, report it to us and we'll attend as soon as possible.

Report a damaged footpath or road

If you find an issue with one of our roads or footpaths, you can report it to us. We'll let you know if it's our road or VicRoad's.

Report graffiti or vandalism

Find out what type of graffiti or vandalism you can report and where you can report it.

Pets and animals

Find your missing pet

View our lost pets database or report a missing pet.

Report a barking dog

Find out what to do if a barking dog is being disruptive to the community.

Report injured wildlife

Find out how to report a sick or injured native animal.

Exterior of Manningham Civic Centre at dusk

Make a complaint

Complaints help us improve our policies, practices and the way we deliver our services.

Learn more

photo of customer service officer wearing headset

Give us feedback

Your feedback provides us a valuable opportunity to review our policies, practices and the way we deliver our services, and to make changes where necessary.

Learn more

Social media guidelines

We use social media to keep the community informed with news and events. We welcome your feedback, comments, stories and experiences. ...

Manningham Council uses social media to engage and keep the community up to date with the latest news and upcoming events in Manningham. We welcome and encourage your feedback and look forward to your comments, stories and experiences.

Monitoring

Content posted on Manningham City Council’s social media accounts are monitored during business hours of 8.00 am to 5.00 pm, Monday to Friday (excluding public holidays). We aim to respond to general posts within 24 hours and within two days for more complex issues. If posts relate to personal or complex issues, we will request to continue communicating offline with the person making the post. If you have an urgent enquiry, please call Council on 9840 9333.

Moderation and Etiquette

To ensure that Manningham Council’s social media accounts are useful and engaging tools for residents, please respect these guidelines:

Do

Give us your feedback, stories, opinions and experiences
Stay on topic
Remember that social media is a public forum, and comments are searchable
Treat others with respect whether they are an individual or an organisation
Read relevant material before posting
Send a personal message to Manningham Council if you wish to advise us of yours or others personal information.

Don’t

By using this page you agree to not post any of the following:

Comments that are vulgar, obscene, hurtful, abusive, threatening or contain indecent language or images
Comments that promotes or fosters discrimination on the basis of race, gender, religion, age, nationality, sexuality or disability
Comments that violate another individual’s privacy, or breaches copyright laws
Comments that are considered spam with repeated posts. Please allow equal opportunity for the community to engage on the Council Facebook page
Comments that are overtly political
Comments that are defamatory. It is acceptable to voice legitimate concerns or grievances, but unacceptable to badmouth or engage in abuse of a person or service
Material that advocates or discusses illegal activity, with the intent to commit them
Comments that are a direct advertisement for a business or commercial operation
Post your or others personal details as a public post.

Posts which ignore these guidelines will be removed and continual breaches will be reported. Please note that the comments expressed by the public on this site do not reflect the opinions and position of Manningham Council or its staff and Councillors. If you are unhappy about anything which you see anywhere on our site, contact us.

Complaints Policy

Complaints Policy

268.72 KB

Download

download

About Council

Governance

Give us feedback

Find out how to provide feedback on any of our services, processes, decisions, services or staff. ...

Your feedback provides us a valuable opportunity to review our policies, practices and the way we deliver our services, and to make changes where necessary.

What can you provide feedback on?

We offer over 100 services to our community. We welcome feedback on:

your experiences
our processes
our decisions
our services
our staff.

Your feedback, whether positive or negative, helps us to monitor and improve our services for the benefit of all of our customers.

How to provide feedback

Prepare the following information before you give us feedback
- Your contact details if you'd like an update. Or, you can remain anonymous.
- Other details that will assist us with your specific feedback.
Give us feedback

You can give us feedback online, in person or over the phone.

Give us feedback online

What happens next?

After you send us your feedback, we will send you an acknowledgement within two business days.

If this is not what you are looking for, you can also:

What types of complaints can you make?

How to make a complaint

Make a complaint online

What happens next?

What if you are not satisfied with our response?

Request an external review

Complaints Policy

If this is not what you are looking for, you can also:

Related links

Visit us

Manningham Civic Centre

Waste and recycling

Property and development

Parking, roads and footpaths

Pets and animals

Make a complaint

Give us feedback

Monitoring

Moderation and Etiquette

Do

Don’t

What can you provide feedback on?

How to provide feedback

Give us feedback online

What happens next?

Related links

Child Safe policy

Procurement Policy