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. It also explains what is and isn't considered a complaint. Please review this before making a complaint so we can handle your feedback appropriately.
How to make a complaint
To make a complaint you can:
- Call us on 9298 8000
- Email us at [email protected]
- Direct message Knox City Council on Facebook
- Visit us in person at 511 Burwood Highway, Wantirna South VIC 3152
- Write to us at 511 Burwood Highway, Wantirna South VIC 3152.
We will provide you with a response within 20 business days.
Accessible contact options
- 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.
What to include in your complaint
It is helpful if your complaint includes:
- Your full name and contact details.
- Details about the action, decision, service or policy you are dissatisfied with and why.
- Dates, times, location or reference numbers.
- Any relevant documents (if applicable).
- Any communication needs that you have.
Anonymous complaints
You can make an anonymous complaint, but this may limit our ability to investigate and resolve concerns. We also won't be able to provide you with a response in writing, including any decisions we make or actions we take.
How we will handle your complaint
- We'll try to resolve your complaint when you first contact us.
- If that isn’t possible, we will escalate your complaint to the appropriate staff member.
- If a response to your complaint is not possible (or likely) within 20 business days, we will write or speak 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 either in writing or verbally, unless agreed otherwise, and will explain our reasons. We will attempt to provide this within 20 business 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.
Find more information on the way Council manages complaints in our Complaints Policy.
If you are not satisfied with how we have handled your complaint
If you are not satisfied with how we handled your complaint or the resolution provided, you can request an internal review.
To request an internal review, contact us and tell us the reason(s) why you feel the handling of the complaint or the resolution provided was unsatisfactory and/or unreasonable.
- We will refer your request for an internal review to the relevant area Manager or Director. If the relevant area Manager or Director was involved in the original decision, action or investigation, we will refer your request to another independent senior Council member of staff.
- The responsible Manager or Director will conduct an independent internal review and will consider whether the complaint should have been dealt with differently. This can lead to the original decision being upheld or overturned.
- We will inform you of the outcome of the internal review in writing and will explain our reasons. We aim to complete internal reviews within 20 business days of receiving your request. If we are unable to provide a response within this timeframe, we will contact you and provide a revised timeframe.
If you are still dissatisfied with how we handled your complaint or the resolution provided, you can contact a relevant oversight body, and request an external review. There are several oversight bodies that can deal with different types of complaints about us, such as the Victorian Ombudsman. For a list of relevant oversight bodies, please refer to our Complaints Policy.
Suggestions
Fill in the online form below to provide a suggestion.
We will respond within 10 business days.
You can also contact us for more options.
Compliments
If you've seen or experienced great service and would like to give a compliment, you can fill in the online form below.
We will respond within 10 business days.
You can also contact us for more options.
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.
Need help?
Contact us and we will get back to you.
Or call our Customer Service team on 9298 8000.
