We aim to provide excellent customer service. We value all feedback – positive and negative. Let us know what you like, where we might be able to improve or if you have a serious concern.
The details provided in this section relate to complaints about our services. It does not cover decisions made by us at formal Council meetings.
We are committed to being accessible and responsive and to create a culture that encourages feedback. That's why we work hard to resolve complaints quickly and effectively.
This video from the Independent Broad-based Anti-corruption Commission (IBAC) explains what you can do if you're not happy with your council's services.
If our service falls short, or we make a mistake, we urge you to contact us directly so we can resolve the issue promptly.
We regard complaints as an opportunity to improve our practices and procedures.
You can provide feedback or complain by contacting us by phone, in writing or in person
We take a four-tiered approach to handling complaints. If we're not the right organisation to respond to the complaint, our staff will refer you to the organisation that can help.
1. Frontline resolution
When we receive your complaint, we will record it and try to resolve it quickly and easily.
2. Investigation
If your complaint can't be resolved by our frontline staff, it will be referred to a Council officer to investigate.
3. Internal review
If you are not satisfied with the result of our investigation, you can request an internal review of the outcome.
4. External review
If you are still unsatisfied with the outcome provided by the internal review process, let us know. You will be informed of any external avenues through which you can pursue your complaint, such as the Victorian Ombudsman’s Office.
Learn about our complaint handling process
If you suffer personal injury or property damage due to our negligence, you may be entitled to claim compensation. Please note such claims are against Council directly and not under an insurance policy.
Download a liability claim form(PDF, 754KB)
If you wish to report an incident or request repairs to Council property (such as roads or footpaths), report an issue online or call 03 9217 2170.
If your complaint relates to how we have collected, held, used or disclosed your personal information, you should speak to our privacy officer. Call 03 9217 2170 or email privacy@whittlesea.vic.gov.au.
Read our privacy statement online or contact us to request a hard copy.
If your complaint is about improper conduct or detrimental action you should direct your complaint to the public interest disclosure coordinator.
Improper conduct
Improper conduct must be either criminal conduct or conduct serious enough to result in a person’s dismissal.
Detrimental action
Detrimental action includes harassment, discrimination or other adverse action taken against the person making the disclosure in reprisal for having reported the alleged improper conduct.
People seeking protection under the Public Interest Disclosure Act 2012 should carefully consider whether their complaint meets these basic thresholds before reporting. Full definitions of improper conduct and detrimental action can be found in the Public Interest Disclosure Act 2012 Procedures.
Find out more about public interest disclosers