We are reviewing our Complaints Policy and we'd like your feedback. This policy explains how you can make a complaint to Council, how we manage complaints, and what you can expect from us.

The Local Government Act 2020 requires all councils to have a complaints policy. Our current policy was adopted in 2022 and is now being reviewed to make sure it is up to date and easy to use.

As part of our review, we have already:

• conducted targeted consultations
• aligned the policy with Victorian Ombudsman guidance and sector standards
• developed a draft updated policy

We're now seeking your feedback to check that the draft policy is clear, practical and easy to understand.

We want to understand:

• is anything unclear or confusing?
• are there any practical issues from a customer perspective?
• does the process feel fair and easy to follow?

Have your say on the draft Complaints Policy

• Online via the submission form on this page
• Email Rikki.Skocir@cgd.vic.gov.au or phone a council officer on 8571 5465 to share your feedback