Make a complaint
West Wimmera Shire Council welcomes feedback from the community, including complaints about Council decisions, actions and services. Complaints help Council identify areas for improvement and ensure concerns are addressed fairly and appropriately.
What can I make a complaint about?
You can make a complaint if you are dissatisfied with:
- The quality of an action taken, decision made or service provided by Council staff or a contractor working on Council's behalf.
- A delay in Council staff or a contractor taking action, making a decision or providing a service.
- A policy or decision made by Council, a Council staff member or a contractor.
How do I make a complaint?
Complaints can be submitted online using Council's Make a Request Online form.
When submitting your complaint, please provide as much relevant information as possible to help Council investigate and respond to your concerns. This may include:
- What happened and what your complaint is about.
- The date, time and location of the incident or issue.
- The names of any relevant people involved.
- Any previous reference numbers relating to the matter.
- How you would like the matter to be resolved, if you have a suggestion.
Please include your contact details if you would like Council to acknowledge your complaint and provide updates or an outcome.
You can also make a complaint in person at Council's Customer Service Centres in Edenhope or Kaniva, by telephone, email or post.
You may make a complaint anonymously. However, Council will be unable to contact you for further information or provide updates or a response.
What happens after I submit a complaint?
Council will acknowledge receipt of your complaint within two business days, unless it has been submitted anonymously.
Your complaint will be referred to the appropriate Council officer for investigation and resolution. Complaints will be handled confidentially and fairly, with information only shared with officers who have a direct role in resolving the matter.
Council aims to provide formal advice of the investigation outcome within 30 days of receiving your complaint. If the matter is complex and more time is needed, Council will let you know and provide an estimated timeframe for resolution.
What if I am unhappy with the outcome?
If you are dissatisfied with the outcome of your complaint, you may request a review in writing to Council's Chief Executive Officer.
The review will be undertaken by a senior Council officer who was not involved in the original complaint, or an appropriately qualified external party where necessary.
If you remain dissatisfied following the review, you may be referred to an appropriate external agency, such as the Victorian Ombudsman.
For further information, please refer to Council's Complaints Policy.