Council is committed to effective complaints management and has established a complaints process in line with the requirements of the Local Government Act 2009.
The types of complaints dealt with by this process include:
- a complaint about the conduct of a Council employee - please refer to our Complaints Management Process Policy [PDF, 0.1MB]
- an escalation of a complaint about a Council service or other administrative action
- a complaint about a Council decision
- a complaint about a breach of privacy or making a Public Interest Disclosure - please refer to our Public Interest Disclosure Policy [PDF, 0.1MB] as well as the Queensland Ombudsman website.
How to make a complaint
Please note that people wishing to make a complaint using inappropriate conduct or language may be refused contact and requested to put their complaint in writing so as to minimise disruption to Council business.
Complaints can be made via the following methods:
- Online forms:
- Tell us about a problem (potholes, fallen trees, water leak, park maintenance, waste collection etc.) This enables a customer request to be raised so that we can action your request
- Provide feedback Ask us a question, make a suggestion or give us a compliment
- Make a complaint about a staff member or council service online
- Download and complete our Administrative Action Complaint Form [PDF, 0.1MB] then send to us - for our details refer to the contact us page
- Other methods: telephone (07) 3829 8999, email firstname.lastname@example.org, or in-person at one of our Customer Service Centres.
When requested, we will provide appropriate assistance to persons with language or physical disabilities who have problems with lodging a formal complaint.
What to include in your complaint
Please provide the following to assist us in dealing quickly and effectively with your complaint:
- As much detail as possible about the matter
- Details of any loss or detriment that you have suffered
- List any Redland City Council officers, departments, other agencies or authorities you have already reported this matter to
- Your contact details, i.e. your name and at least one method of contact (phone, email, address)
- An outline of the outcome you are seeking
- Any supporting information including, photos, or contact details of anyone else who can support your complaint
Anonymous complaints are also accepted but please note: no response can be provided. Providing an anonymous complaint may restrict our ability to resolve the matter.
How will my complaint be investigated?
Council will investigate your complaint in accordance with the Local Government Act 2009 and related laws to decide whether the investigation should be carried out by another authority including: the Queensland Ombudsman, Crime and Corruption Commission, Department of Infrastructure, Local Government and Planning or Police.
Complaint investigations will be carried out by senior council officers. Complainants supplying contact information can request to be informed at regular intervals as to the progress of their complaint and advised of the final outcome.
How long will it take to resolve my complaint?
Our aim is to acknowledge complaints within five (5) business days of receipt and where possible complete the investigation within 25 business days. Some investigations may take longer including when involving external parties or expertise.
What if I change my mind?
If you change your mind and wish to withdraw a complaint, you may do so at any time. If the original complaint was made in writing, the withdrawal should also be in writing.
What happens to the documentation?
In accordance with the Information Privacy Act 2009 and principles, we will endeavour to keep information about the complaint confidential. However, when collecting personal information about you in order to receive and deal with your complaint, Council does so using fair and lawful means related to complaint-handling functions.
Unless you specify otherwise, we will proceed on the basis that you consent to disclosure of necessary and relevant personal information to officers and other parties to assist Council to assess and resolve the complaint. Your personal information will not otherwise be disclosed unless you consent or the disclosure is required or authorised by law.
For more information on the disclosure of personal information, please refer to our privacy statement page.
Useful tips on resolving complaints
- Be clear and concise by telling us how you want the issue resolved. Do you want an apology, a different decision or a change in the way things are done?
- If your complaint is complex, it is often more effective to write to us rather than phone, especially if you need to provide copies of documents as evidence to support your claim.
- Stick to the main facts (not assumptions and innuendo) and provide only as much detail as is needed to understand and resolve the issue.
- Think about what action you believe Council should take to resolve the issue.
- Ensure your request is reasonable and realistic, taking into consideration Council has competing priorities and limited resources and must act in the interest of the entire public community and local area.
- Even if you feel angry or frustrated, be calm and polite. Focusing on the main issue will help you get your point across and address your complaint.
- Code of conduct for councillors
- Fraud and corruption prevention
- Right to information, and information privacy
- Lodge a complaint online
- Code of Conduct for Councillors Policy [PDF, 0.1MB]
- Complaints Management Process Policy [PDF, 0.1MB]
- Conduct and Performance of Councillors Policy [PDF, 0.1MB]
- Administrative Action Complaint Form [PDF, 0.1MB]
- Public Interest Disclosure Policy [PDF, 0.1MB]
- Councillor General Complaints Register Pre-December 2018 [PDF, 0.1MB]