Make a complaint
We take complaints seriously and consider complaint handling part of our core business of serving the community and improving service delivery. Council has policies and procedures in place so complaints are handled fairly, consistently and as quickly as possible.
We are committed to:
- making it easy for members of the public to make complaints about Council and its services
- responding to complaints promptly and thoughtfully
- learning from complaints to improve our services.
Complaints handling policy(PDF, 220KB)
What is a complaint?
A complaint is an expression of dissatisfaction with:
- the quality of an action taken, decision made or service provided by Council staff or contractors,
- a delay by Council staff or contractors in taking an action, making a decision or providing a service, or
- a policy or decision made by Council, staff or contractors.
This policy does not apply to complaints about individual Councillors.
A complaint lodged with Council does not automatically suspend or put the matter on hold.
Make a complaint
Make a complaint online now
You can also make a complaint:
- by phone: call our Customer Service Team on 5261 0600
- In person: visit the Council office at 1 Merrijig Drive, Torquay
- by mail: Surf Coast Shire Council, PO Box 350, Torquay VIC 3228
When lodging your complaint, include (if relevant):
- the date, time, location or event
- a description of the complaint
- what outcome you are seeking.
Need support when making a complaint?
We understand that making a complaint can sometimes feel overwhelming. Our team can support you in lodging your complaint and guide you through each step.
If you would like a support person to assist you during the investigation - such as a friend, family member or advocate - you’re welcome to have them involved.
How we handle your complaint
Your complaint will be recorded in our customer request system and you will receive a confirmation and reference number.
We’ll direct your concern to the most appropriate officer who will keep you informed of progress.
Complaints are generally acknowledged within five business days.
If your matter is complex, the acknowledgement will include:
- confirmation of what the complaint is about and the outcome you are seeking
- the name and contact details of the officer investigating
- an estimated timeframe for resolution and next update.
We aim to investigate and resolve complaints within 20 working days.
We may contact you to clarify details or ask for more information.
If you’re still not satisfied with the outcome
If you are not satisfied with our response or the outcome, you can request a review:
- Internal Review: A senior Council officer will review the original complaint and advise you of the findings.
- If you remain dissatisfied after the internal review or do not wish to have one, you can approach the Victorian Ombudsman for an external review. You are only required to have your matter investigated by Council first.