Complaints
We encourage you to contact us if you are dissatisfied with our services, actions, decisions or policies. We are committed to taking action to resolve complaints as quickly as possible and learning from complaints to improve our services. Our Complaints Policy details our approach to handling complaints.
A complaint is when you tell us you are dissatisfied with:
- the quality of an action, decision made or service provided by a member of staff or a Council contractor
- the delay by a member of staff or Council contractor in taking an action, making a decision or providing a service, or
- a policy or decision made by a Council or a member of Council staff or a contractor.
Other ways to make a complaint
You can also make a complaint by:
- Calling us on 9298 8000
- Sending an email to knoxcc@knox.vic.gov.au
- Direct messaging Knox City Council on Facebook
- Visiting us in person at 511 Burwood Highway, Wantirna South VIC 3152
- Posting your complaint to us at 511 Burwood Highway, Wantirna South VIC 3152
You can also contact us through:
- National Relay Service - if you are deaf or have a hearing or speech impairment, visit the National Relay Service website and ask them to call Knox City Council on 9298 8000.
- Translating and Interpreting Service - visit the Translating and Interpreting Service website or ring 131 450 and ask them to call Knox City Council on 9298 8000.
Helpful information to include in your complaint
It is helpful for us if your complaint includes:
- Your name and contact details. You can make an anonymous complaint, but this may limit our ability to investigate and resolve concerns.
- Details about the action, decision, service or policy you are dissatisfied with and why.
- Information such as dates, times, location or reference numbers.
- Any relevant documents that support your complaint (if applicable).
- The outcome you are seeking.
- Whether you have any communication needs so we can support you through the complaint process.
How we will handle your complaint
Where possible, we will attempt to resolve your complaint at the time you first contact us.
If that isn’t possible, we will escalate your complaint to the appropriate Council member of staff.
If a substantive response to your complaint is not possible (or likely) within 10 business days, we will write to you with an estimate of when we expect to contact you with a resolution.
We will inform you of the outcome of your complaint in writing, unless agreed otherwise, and will explain our reasons. We will endeavour to provide this within 28 days of receiving your complaint. If we are unable to provide a response within this timeframe, we will contact you and provide a revised timeframe.
You can find more information on the way Council manages complaints in our Complaints Policy.
Have your say
Our Have Your Say page also provides an opportunity to provide feedback on a range of specific projects currently out for consultation.
Give suggestions or compliments
If you've seen or experienced some great service or have a general suggestion, fill in our online form to provide a compliment or suggestion.
You can also contact us for more options.
Need help?
Contact us and we will get back to you.
Or call our Customer Service team on 9298 8000.
