Melton City Council is committed to delivering high quality services to its community and customers, so when you have a concern about the way a product or service was provided or offered we will address the problem quickly.

Council’s Customer Service Charter

Talk to us

If you are unhappy about anything to do with our services, let us know. Send us a letter or email, or call us during business hours. By bringing your concerns to our attention, you immediately help us to improve both our service and any related policies.

Contact the department that provides the service you are complaining about, either by phone or in writing. A Customer Service representative can help you find the right person.

Our staff will deal efficiently and courteously with the issue. If the department cannot resolve the matter immediately, they will let you know when you can expect to get a resolution. If it then seems it will take longer than the agreed timeframe, we will contact you to discuss a new resolution date.

Anonymous complaints

Though we cannot respond to anonymous complaints, Council treats them with the same importance as any other. However if you do provide us with your contact details, we can contact you if there is a delay in dealing with the matter.

Any person making a complaint will have the complaint and their personal details processed and kept in accordance with the Information Privacy Act 2000. Information gathered during a complaint process will only be used to deal with and resolve the complaint or to address systematic issues arising from the complaint.

What If the matter still cannot be resolved?

If you are unhappy with the department Manager's decision and want a review, you will be referred to the General Manager. The General Manager will review the matter and inform you of his or her decision.

Following this, you can request the matter be referred to the Chief Executive for review.

Other options

If you still feel you have been treated unfairly or the Chief Executive has not been able to solve your complaint, you can approach Ombudsman Victoria for more help. The Ombudsman will then consider the complaint and the administrative actions of the Council.