Submit a complaint or feedback

What is a complaint?

A complaint is a way to let us know that you are unhappy with:

  • the quality of an action we have taken
  • a decision that we (or a service provider engaged by us) have made
  • a delay or our failure in taking an action, making a decision, or providing a service
  • a policy we (or a service provider engaged by us) have made.

Have you contacted the City with your query?

If not, you can report your issue, request a service or submit a general enquiry.

If you are unable to resolve your concerns this way please submit your complaint via one of the following options.


How to submit your feedback

You can submit your feedback online:

Submit your complaint

Submit bin service complaint

Submit compliment or thank you

or

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

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 to 5:00pm.

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 respond to you within 30 calendar 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 you are dissatisfied with our decision and how we responded to your complaint, you can request an internal review.

Alternatively, you can take your complaint directly to the Victorian Ombudsman. For more information visit the Victorian Ombudsman website or call 03 9613 6222.


For more information about our complaint process read our complaints policy.




Page last updated: Monday, 4 April 2022

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