How to make a complaint

The complaint form below is designed to make it easy for you to lodge a complaint by collecting all the information we require to resolve the matter.

We also understand that not everyone is able to use digital technology. In this instance customers can contact us by phone on 9273 6000 to make a complaint.

Information required to lodge a complaint

We request that you provide the following information when making a complaint:

• Name and address.
• Contact details (phone and email preferred).
• Details of the action, decision, service or policy you are complaining about, and why you are dissatisfied.
• Dates, times, location or reference numbers, name of any witnesses or employees that have assisted you previously and documents or photos that support your complaint.
• The outcome you are seeking from making your complaint.
• Whether you have any particular communication needs.

If you wish to report an issue, please use Snap Send Solve.

Please note: a parking infringement appeal can only be made through the City’s official Parking Infringement Appeal Form. Elected members are not authorised to assist with parking infringements in accordance with the City of Vincent Code of Conduct and the Local Government Act.

What you can expect from us

• In line with our Customer Service Charter, we will acknowledge your complaint within two working days.
• We will respond within 10 working days and provide an estimated timeframe if it will take longer to resolve.

Anonymous complaints

We understand that some customers may wish to remain anonymous when making a complaint.

We will accept an anonymous complaint but it will only be acted upon if it raises a serious matter that poses a public health or safety risk or in an emergency situation where there is sufficient information to enable an inquiry to be conducted.

We are unable to provide feedback or communicate the outcome of the complaint without knowing the identity of the complainant.

Alternative ways to lodge a complaint

We are committed to ensuring our complaints process is accessible to everyone. Please tell us if you have specific communication needs or barriers. You might like to:

• Use a phone interpreter (non- English speakers): 131 450
• Use a Teletypewriter phone: 133 677
• Use Voice Relay phone: 1300 555 727
• Use an interpreter, including Auslan – Please contact us to book your interpreter.
• We can also help you complete a complaints form if you have trouble reading or writing.