Your response to our service and facilities is very important.

We value customer feedback and use it to improve our organisation. We aim to meet the diverse needs of our customers by providing customer service that is friendly, helpful and professional.

We understand that we may not be able to satisfy everyone, on every occasion. If you are not satisfied with our service and you have a complaint, please contact us. Our complaints brochure (PDF) explains how you can lodge a complaint and how your complaint will be handled. Senior managers and members of our Customer Service Working Party regularly review complaints.

What is a complaint?

A complaint is, generally, any expression of dissatisfaction with the Council’s policies and procedures, quality of service, fees and charges or follow-up communication.

The Council does not regard the following as complaints:

• requests for service, such as collection of garbage or sweeping of streets
• reports of damaged or faulty Council infrastructure such as blocked road drains or blown street lights
• requests for information or explanation of policies, procedures and decisions of Council
• concerns about neighbours or neighbouring property such as barking dogs, loud music or unauthorised building work.

However, the Council does want to hear from you about any of these matters — and if we fail to provide the appropriate service, that is grounds for a complaint. For example, if you report a blocked drain and the Council fails to respond, then you have reason to lodge a formal complaint against the Council.

Taking your complaint further

While most complaints will be satisfactorily resolved, you have the right to seek a second opinion. In such cases, all details of your complaint will be referred by the Customer Services Manager to either a Divisional Director or the General Manager for careful consideration. The person handling the matter may need to contact you before making a final decision. Once again, you will be kept informed of the progress of the matter.

The Council is confident it can resolve the majority of complaints and appreciates the opportunity to respond to your concerns. There are a number of State Government organisations that can review the actions and decisions of Council and it is your right to contact them.

Department of Local Government (DLG)

The DLG helps make sure local councils act fairly and reasonably by receiving complaints on the conduct and management of councils, including pecuniary interest matters.

The Department undertakes preliminary enquiries before determining whether formal investigations are required. The Department advises only a small proportion of enquiries result in investigations.

DLG
Head Office: 5 O'Keefe Avenue, Nowra NSW 2541
Postal address: Locked Bag 3015, Nowra NSW 2541
Telephone: 02 9289 4000
Facsimile: 02 9289 4099
Email: dlg@dlg.nsw.gov.au

Anti-Discrimination Board

The Anti-Discrimination Board investigates actions or decisions of public or private organisations, including local councils, in relation to breaches of the Anti- Discrimination Act. Such actions or decisions might relate to discrimination or harassment because of a person’s sex, pregnancy, race, colour, nationality or ethnic background, marital status, disability, sexual preference, age or transgender.

Anti–Discrimination Board
PO Box A2122
Sydney South NSW 1235
Telephone: 02 9268 5555 or 1800 670 812 (toll free)
Facsimile: 02 9268 5500

The NSW Ombudsman

The NSW Ombudsman handles complaints dealing with a council’s failure to follow proper procedures, act on unauthorised work, enforce development consent conditions or reply to correspondence.

The Ombudsman will also investigate unreasonable, discriminatory or inconsistent treatment but does not have the power to amend or cancel development consents and building approvals.

If you are not happy with the way the Council has handled your complaint, you may make a formal complaint in writing to the Ombudsman.

Priority is given to serious matters, especially if the problem affects other people. If the Ombudsman cannot take up your complaint, an explanation will be given.

The Ombudsman’s main responsibility is to get the facts and make recommendations. Local councils usually accept these recommendations.

The NSW Ombudsman
Level 24, 580 George Street
Sydney NSW 2000
Telephone: 02 9286 1000 or 1800 451 524 (toll free)
Fascimile: 02 9283 2911
Email: nswombo@ombo.nsw.gov.au

The Independent Commission Against Corruption

The Independent Commission Against Corruption (ICAC) may investigate allegations of corrupt conduct in local councils, its officers and councillors. The Commission accepts information and complaints about alleged corrupt conduct from members of the public and from councils. To provide information, report a matter, make an enquiry or arrange an appointment contact:

ICAC
GPO Box 500
Sydney NSW 2001
Telephone: 02 9318 5999 or 1800 463 909 (toll free)
Facsimile: 02 9699 8067
Email: icac@icac.nsw.gov.au