Contact Us

Our Customer Service team at Torquay is happy to respond quickly to your requests or refer them to specialist staff for assistance. 

Main office

Location: 1 Merrijig Drive, Torquay 
Hours: 8.30 am - 5.00 pm (Monday to Friday)
Phone: (03) 5261 0600 or 1300 610 600  
Fax: (03) 5261 0525
Postal Address: PO Box 350, Torquay, 3228
Email: info@surfcoast.vic.gov.au

Visitor centres

Torquay Visitor Centre 1300 614 219
Lorne Visitor Centre 1300 891 152

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Surf Coast Shire Council is National Relay Service (NRS) friendly

If you are deaf or have a speech impairment, please contact us with the National Relay Service:

  • TTY users can phone 133677 then ask for 03 5261 0600
  • Speak & Listen (speech-to-speech) users can phone 1300 555 727 then ask for 03 5261 0600
  • Internet relay users can connect to NRS on www.relayservice.com.au  then ask for 03 5261 0600

Complaints

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)

Complaints handling - Management policy and procedure (pdf)

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

Please email your complaints to info@surfcoast.vic.gov.au or call 5261 0600 to have them recorded and answered.

Comments on Web Content

For feedback or comments on the website or its content, email webmaster@surfcoast.vic.gov.au

Whistleblowers

If you need to contact Council regarding a Whistleblowers matter or a Protected or Public Interest Disclosure, see the Whisleblowers page or phone Customer Service on 5261 0600 and ask to be put through to a Protected Disclosure Officer.