Understanding your experience with the City of Melbourne is important to us and will help us to continually improve. One way of doing this is to know when our customers have a complaint and to understand what it is.
Read our policy
Making a complaint
You can submit a complaint to express dissatisfaction with:
- the quality of an action taken, decision made or service provided by an employee or a contractor engaged by the Council (contractor)
- the delay by an employee or a contractor in taking an action, making a decision or providing a service
- a policy or decision made by the Council, an employee or a contractor.
Call +61 3 9658 9658 between 7.30am and 6pm, Monday to Friday (public holidays excluded).
Please use our multilingual service to assist with translation and interpretation in your preferred language.
c/o Customer Relations Manager
City of Melbourne
GPO Box 1603
Melbourne VIC 3001
Australia
At Melbourne Town Hall External link service desk.
Melbourne Town Hall
90-130 Swanston Street
Melbourne VIC 3000
How we manage your complaint
When we receive your complaint, we will send it to the relevant service department for investigation and resolution. We will make every attempt to resolve your complaint quickly, in line with our Customer Service Charter.
If your complaint is not resolved through the standard process, we will escalate it for investigation to a senior staff member for the relevant service department.
We attempt to resolve Tier 2 complaints within 20 days. If we can’t resolve it within this time period, we will let you know and provide you with a new timeframe for resolution.
If you remain dissatisfied with how your complaint has been handled, you may request an internal review by the Complaints Management Team for final investigation and decision. We aim to complete the review within 20 working days.
You may request an external review from the Victorian Ombudsman External link.
For more information, read our complaints policy.
Privacy
City of Melbourne’s Complaint Resolution Policy is subject to our Privacy Policy.
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