Complaints

Providing clear details helps us investigate quickly and effectively:

• What happened — describe the issue and include dates, locations, and who was involved (if known) 

• Any impact — tell us about any loss, detriment, or risk 

• Who you’ve already contacted — list any Council officers, departments, or other agencies you’ve raised this with 

• Your contact details — your name and at least one way to reach you (phone, email, or address) 

• What outcome you’re seeking — e.g., an apology, a review, a different decision, or a change in process 

• Supporting information — documents, photos, or contact details for anyone who can support your complaint 

Anonymous complaints: You can lodge a complaint anonymously. Please note however that we can’t provide updates or a response and it may limit our ability to fully resolve the matter.

We will assess your complaint in accordance with the Local Government Act 2009 and related laws.

In some cases, we may refer or involve another authority where appropriate, including:

• Office of the Queensland Ombudsman
• Crime and Corruption Commission (CCC)
• Department of Local Government, Water and Volunteers
• Queensland Police Service (QPS)

Investigations are carried out by Council officers. If you provide contact details, you can request regular updates and will be advised of the final outcome.

Our aim is to:

• Acknowledge your complaint within five (5) business days of receipt
• Complete the investigation within 25 business days, where possible.

Some matters may take longer, especially if they involve external parties or specialised expertise. If timeframes change, we’ll let you know.

You can withdraw your complaint at any time. If your original complaint was made in writing, please withdraw it in writing too (email is acceptable).

We respect your privacy and manage personal information in line with the Information Privacy Act 2009 and Council’s privacy principles.

• We aim to keep information confidential, using it only for complaint-handling functions.
• Unless you tell us otherwise, we’ll proceed on the basis that you consent to sharing necessary and relevant personal information with Council officers and other parties who help us assess and resolve the complaint. 
• Your personal information won’t be disclosed unless you consent or the disclosure is required or authorised by law. 

For more detail, please see our Privacy Statement.

Be clear and concise — tell us what happened and how you want it resolved (e.g., apology, review, decision change) 

Choose the best channel — complex matters are often clearer in writing, especially if you need to attach documents 

Stick to the facts — focus on what occurred; avoid assumptions or innuendo 

Think about the outcome — suggest reasonable actions we can take 

Be realistic — we balance priorities and resources in the interests of the whole community 

Stay calm and polite — it helps us understand and resolve your issue faster

Compliant

• You’re unhappy with a decision made by Council 

• You believe a service wasn’t delivered fairly or properly 

• You feel you were treated unfairly and want the matter reviewed 

Customer Request 

• Report a pothole, fallen tree, water leak, or bin collection issue 

• Ask a general question or request information 

• Make a suggestion or give a compliment 

If your matter is a request rather than a complaint, please use our Contact Us page.