Make a complaint

We take complaints seriously and consider complaint handling part of our core business of serving the community and improving service delivery.

To make sure any complaint you might have is handled fairly and as quickly as possible, Council has policies and procedures in place. These policies help both you and Council officers understand the steps in the process and keep it fair and consistent.

Complaints handling - Council policy(PDF, 390KB)

Making a complaint

A complaint is dissatisfaction with the quality of an action taken, decision made, or service provided, or a delay or failure in providing a service, taking an action, or making a decision.

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Or you can:

  • call our Customer Service Team on 5261 0600
  • tell us in person at the Council office - 1 Merrijig Drive Torquay or
  • send a letter to Surf Coast Shire Council PO Box 350 Torquay VIC 3228.

Complaints should include the following information if relevant:

  • The date, time, location or event; 
  • the nature and description of the complaints; and
  • a statement identifying what you seek as an acceptable outcome by way of resolution.

When you make a complaint it will be recorded and you will be provided with a customer reference number to assist in tracking your matter.

Throughout the process, we may need to contact you to discuss your concerns or to ask for more information. Providing us with current contact details (such as a telephone number or email address) will ensure we provide a response as soon as possible.

We accept anonymous complaints (through some channels) provided enough information is provided to do so. Please note anonymity generally reduces our ability to properly investigate a matter, as we'll be unable to seek clarification if required. 

How we’ll deal with your complaint

Formal complaints are acknowledgement within five business days. In some instances this might be sufficient time to resolve the matter.

If it the matter is more complex and requires a more detailed investigation the acknowledgement will include:

  • Confirmation on what the complaint is about and the outcome the complainant is seeking.
  • The name and contact details of the officer investigating the complaint.
  • The estimated length of time it may take to resolve.
  • A timeframe for when you can next expect an update from us.

We will do our best to investigate and resolve your complaint within 20 working days.

If you’re still not satisfied with the outcome

If you are not happy with our response – or do not agree with the outcome – you can request a review. A senior officer will then review the complaint and notify you of the findings once the review is completed. 

If you are still not satisfied with the outcome of a complaint – or if the complaint remains unresolved – you can seek assistance from the Victorian Ombudsman.