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 can be lodged; however, our ability to investigate or resolve the matter may be limited, and we will be unable to provide updates or a response on the outcome.

Step 1: Frontline Review

Your complaint will usually be referred to the relevant business area.

The complaint will be reviewed by a more senior officer or manager than the officer responsible for the original service, action or decision.

Step 2: Administrative Action Review

If you remain dissatisfied after the Frontline Review, Council may arrange a further review through Legal Services.

Administrative Action Reviews are undertaken independently by Legal Services and represent Council's final internal review.

Step 3: External Review

If you remain dissatisfied after all internal review options have been exhausted, you may be able to seek review by an external agency such as the Queensland Ombudsman.

Complaints are assessed and managed by appropriately authorised Council officers 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)

Where an investigation is required, it will be undertaken by appropriately authorised 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 40 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).

Employee Conduct Complaints

Complaints relating to employee conduct are referred to Council's People, Culture and Organisational Performance team.

Ethics and Integrity Complaints

Complaints involving misconduct, corruption, fraud, Public Interest Disclosures or other integrity matters are referred to Council's Audit and Integrity team.

Complaints regarding Councillor conduct must be lodged directly with the Office of the Independent Assessor (OIA). Council is unable to investigate complaints about Councillor conduct https://www.oia.qld.gov.au/make-a-complaint

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

Complaint

• You’re unhappy with a decision Council has made.

• You believe a Council service was not provided fairly or appropriately.

• You are dissatisfied with how Council handled your matter.

• You want a Council action, decision or service reviewed.

• You wish to report an allegation of misconduct, corruption, fraud or privacy breach.

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.