Complaints

We welcome your feedback and if it is in the form of a complaint, you can be assured that it will be handled in an objective, responsive and fair manner. 

If you are complaining or advising us of a problem such as a pothole, or water supply issue then you are encouraged to use the Payments and Self Service – Request a service self help page or contact us. However, if you are unhappy about a particular Council service, decision or action, council is committed to the prompt and efficient resolution of complaints. 

Your first course of action is to speak with a Council officer within the branch that handles the issue in question.  You can either contact Council’s Service Centre, the relevant branch, or use the complaint form (see below in ‘related documents’) to put your concerns in writing.

If you've already tried to resolve the matter with the relevant branch and are still dissatisfied, you can contact Council’s Governance Branch, which objectively investigates and reviews matters in an effort to reach a fair outcome.

Further information 

If you are not satisified with the outcome of your concerns, you have the right to take your complaint to an external agency, such as the Queensland Ombudsman or seek Judicial Review through an appropriate court, Queensland Civil and Administrative Tribunal, Queensland Competition Authority etc.

If the matter involves a suspicion of corruption, fraud or official misconduct you may wish to contact Council's Governance Branch or the Crime and Misconduct Commission. A person who makes a 'Public Interest Disclosure' may be entitled to certain protections available under the Act.

Privacy

Council will use any personal information collected for the purpose of investigating your complaint and for remaining in contact with you. Council is authorised to collect this information in accordance with the Local Government Act 2009 and other local government Acts. Your personal information is only accessed by persons authorised to do so. Your personal information is dealt with in accordance with council's Privacy Policy.