Requesting a service or complaining about an issue
You can contact us if you want to:
- request a service
- let us know some work is needed (like maintenance for a park, road or footpath)
- complain about an issue (like garbage collection, a barking dog or a suspected breach of a local law).
Please call us on 07 3412 3412 or report the issue online.
We will investigate your issue or complaint in line with our Corporate Customer Service Charter.
Complaining about an action or decision made by Council
We value feedback from our customers. We use your feedback to improve our delivery of products and services.
If you are unhappy with something we have done, you can make an administrative action complaint.
The Local Government Act 2009 defines an administrative action complaint as a complaint made by an affected person about an administrative action of Council. An affected person is someone who is directly affected by an administrative action of Council.
An administrative action of Council includes:
- a decision or failure to make a decision, including a failure to provide a written statement for the reasons of a decision
- an act or failure to act
- the formulation of a proposal or intention, and
- the making of a recommendation.
Examples might include being unhappy with a service we have performed, a decision we have made or the actions taken by Council staff.
If you would like to make an administrative action complaint, please put your complaint in writing using one of the following methods:
When we receive your administrative action complaint, we follow the process set out in the Administrative Action Complaints Policy. We will contact you within 5 business days to let you know we have received your complaint.
To find out more about our complaints process, please download our Administrative Action Complaints Procedure (PDF 1.17 MB) and Administrative Action Complaints Policy (PDF 247 KB).
In most cases, your complaint will be reviewed and investigated by the manager of the area the complaint relates to. In some cases, the complaint will be reviewed by a director at Council.
How long will it take for Council to investigate my complaint?
We must respond to all complaints within 20 business days, unless the matter is complex.
If the matter is complex, we will write to the complainant explaining why. We may request more time to respond to a complex complaint (no more than another 20 business days).
What can I do if I’m not happy about the response given to my administrative action complaint?
If you are unhappy with the response we give, you can request an internal review by a director. To request an internal review, you should put your complaint in writing using one of the following methods:
If you are unhappy with an internal review done by a director, you may refer the matter to the Queensland Ombudsman's Office. Please visit Queensland Government - It's OK to Complain for more information about your rights and how complaints are handled.
If you are unhappy with an internal review about a water related complaint, you may refer the matter to the Energy and Water Ombudsman Queensland.
Where do I get more information?
If you would like further information about making an administrative action complaint, please contact the Integrity and Information Program on 07 3412 3412 or email us at firstname.lastname@example.org.
To find more information about making an administration action complaint, please visit Queensland Ombudsman.