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Register a complaint

We understand that occasionally problems may arise and you may be dissatisfied with the City of Greater Geelong.

Anyone can make a complaint.

In the first instance you should attempt to resolve your complaint at the frontline by contacting the service directly as this is more likely to result in a speedy resolution to your complaint.

If you are unable to resolve your concerns this way, or this is not possible, please register your complaint via one of the following methods:

Please note: Anonymous complaints will be accepted and investigated, provided there is sufficient information to do so.


Assistance

Where required, assistance will be made available in completing an online complaints registration form. This may include a City of Greater Geelong officer hearing the complaint from you verbally and registering the complaint on your behalf.

If you are unable to lodge your complaint personally due to poor health, distance, language, legal or other reasons, the complaint may be lodged by another person or agent on your behalf. The officer who receives a complaint will take all reasonable steps to confirm that the person claiming to act on your behalf has the appropriate authority to do so in accordance with the City of Greater Geelong’s privacy policy.

People who are deaf or have communication difficulties can contact the City of Greater Geelong through the National Relay Service (NRS) and ask for 03 5272 5272.

If you need an interpreter, please call the Translating and Interpreting Service (TIS National) on 131 450 and ask them to telephone the City of Greater Geelong on 03 5272 5272. Our business hours are 8.00am – 5.00pm.


Our complaint process

Once a complaint has been registered online a reference number will be provided for you to quote in any further correspondence.

Your complaint will be assigned directly to a nominated officer who will undertake an investigation into your complaint.

The nominated officer will examine your complaint and a response will be sent to you you within 14 days. Where it is not possible to meet this target, the officer will inform you of the reasons for the delay and the estimated time it may take to resolve your complaint. During the investigation period, the officer responsible for investigating your complaint may contact you for additional information to assist with their investigation and response.

If the investigating officer is unable to resolve your complaint to your satisfaction and you are still dissatisfied you have the right to request an internal review by our Complaints Review Committee by submitting your request within 60 days.

Alternatively, you can take your complaint directly to the Victorian Ombudsman. For more information visit the Victorian Ombudsman website or call 9613 6222.




Page last updated: Thursday, 30 August 2018
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