Making a complaint

A complaint is a dissatisfaction with:

  • the quality of an action we have taken
  • a decision that we (or service provider engaged by us) have made
  • a delay or failure to take an action, make a decision or provide a service
  • a policy or decision we (or service provider engaged by us) have made.


What should you include in your complaint?

The following information is helpful to include in your complaint:

  • your name and contact details
  • identify the action, decision, service or policy you are complaining about, and why you are dissatisfied
  • relevant details, such as dates, times, location or reference numbers, and documents that support your complaint
  • the outcome you are seeking from making your complaint
  • whether you have any communication needs.  

 

How do you make a complaint?

Please send your complaint to us by:

To ensure we handle complaints fairly, efficiently and effectively, we adhere to our Complaint Management Policy. This policy applies to all Clarence Valley Council employees receiving or managing complaints from the public.

Our Complaints Handling Policy and Procedure has been developed in accordance with the NSW Ombudsman’s Effective Compliant Handling Guidelines (3rd Edition).

 

What is not considered a complaint?

The following are not considered to be complaints (unless it is an expression of dissatisfaction that a previous request has not been responded to):

  • a request for documents, information or an explanation of policies or procedures
  • a request for a service or information about a service is not a complaint. However, a request for service or information may escalate into a complaint if action is not taken within designated timeframes or is undertaken in an unprofessional or substandard manner
  • neighbourhood disputes or requests for Council to exercise a regulatory function, including reports about neighbours, noise, dogs, unauthorised building work, or other regulatory function
  • the lodging of a submission, appeal or objection by a statutory process, standard procedure or policy (unless it is recorded as a complaint about the Council’s decision-making)
  • reports of damaged or faulty infrastructure
  • an expression of disagreement with a lawfully made decision
  • an expression of concern for service levels resulting from limits set by Council policy and not the result of organisational or mechanical breakdown is not a complaint but a customer request.

Complaint process

Step 1.Complaint or feedback submitted

Contact us to let us know about your concerns.

Step 2.Resolution identified

Your complaint will be assigned to a relevant manager who will investigate and identify actions required to resolve the complaint. Those actions may be carried out by the manager themselves, or another officer may action.

Step 3.Action taken or scheduled

Following consideration of the complaint and any investigation into the issues raised, Council will contact the complainant and advise them:
• the outcome of the complaint and any action Council took/is taking
• the reason/s for the decision
• the remedy or resolution/s that is proposed or put in place, and
• any options for review that may be available to the complainant, such as an internal review, external review or appeal.

Step 4.Customer response

You are satisfied that your complaint is resolved.

If you are not satisfied with the action taken, you may request that the matter be further investigated (see the 'Investigation and review process' tab above).

Investigation and review process

If your complaint was not immediately resolved, it will progress through three steps until you are satisfied that it has been resolved.

Step 1.Investigation

If we are unable to resolve your complaint immediately, we will refer it to a manager or delegated Council officer for investigation.

We acknowledge a written complaint within 10 working days. We aim to complete investigations within 21 days, and we will tell you once we know if the investigation will take longer.  

Step 2.Internal review

If you are not satisfied with our response or the way in which your complaint or feedback has been handled, you can ask for your complaint to be referred for an internal review.

An internal review is carried out by a panel of senior managers who will review the previous actions taken to ensure consistency and fairness.

You will be contacted with an update of the findings.

Step 3.External review

If you are still not satisfied with Council's final response, you can contact the Ombudsman’s Office to request an independent review:

  • Online complaints form
  • Phone 1800 451 524 Monday to Friday between 9am - 4pm
  • In writing to Ombudsman New South Wales, Level 24, 580 George Street, SYDNEY NSW 2000
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