Feedback, compliments and complaints
We want to hear from you. Share your experience with us.
If you have any thoughts, suggestions, or comments, feel free to share with us. Your input helps us improve and enhance our services to better meet your needs.
On this page
Quick links
What is not a complaint?
The following items (and more) can be reported via the My Council Portal:
- requesting something new from Council
- lodge an application
- a street tree needing a trim or branches down after a storm
- potholes
- dumped rubbish or missed bins
- illegally parked cars
- graffiti
- parking fine appeals (visit Fines page)
- enquiries relating to parking, transport, traffic and road safety matters - submit via email council@mvcc.vic.gov.au.
What is a complaint?
A complaint to Council can be either verbal or written. You can submit a complaint about:
- the quality of an action taken, decision made, or service provided by Council officers or our contractors
- a delay by Council officers or our contractors in taking an action, making a decision or delivering a service
- a policy or decision made by the Council, Council officers or our contractors
- Child-safety-related feedback can be submitted via our Child Safety Complaints, Compliments and Feedback form.
How to submit your feedback, compliment or complaint
Online
Use our online portal to submit your feedback, compliment or complaint
Telephone
Call our customer service team on
03 9243 8888
Post
Addressed to:
Moonee Valley City Council,
PO Box 126,
Moonee Ponds VIC 3039
In-person
At our Civic Centre, 9 Kellaway Avenue, Moonee Ponds
Need help making a complaint?
If you require support to make a complaint, please contact us. We have a range of services available to assist you, including: interpreters, audio assistance, and forms in accessible formats.
Next steps
We aim to resolve complaints during your first contact with Council. Our officers are trained to understand your concerns and will work with you to find an outcome.
If you are unsatisfied with the outcome, the complaint will enter Tier 2. Additional information will be gathered and an evidence-based outcome will be reached. We will keep you updated throughout the investigation and provide a written outcome explaining our decision within 30 business days.
If you still feel the outcome determined was unsatisfactory, the complaint will be put forward for internal review. In Tier 3, a senior Council officer will conduct an independent review of your complaint. This may result in either upholding or changing the original decision.
If you feel the outcome of the Internal Review is unsatisfactory, the complaint may enter an External Review. Tier 4 involves escalating the complaint to an external body, such as the Victorian Ombudsman or the Local Government Inspectorate. We fully cooperate with the External Review process to ensure a fair outcome.
Related legislation and reference sources
- Complaint Management Policy (PDF, 284KB)
- Local Government Act 2020 (Vic)
- Public Interest Disclosures Act 2012 (Vic)
- Victorian Ombudsman's Framework 2020-2024
- Victorian Ombudsman 2021 - Councils and complaints: A good practice guide
- Commonwealth Ombudsman 2021 - Better practice complaint handling guide
- Victorian Ombudsman 2018 - Good practice guide to dealing with challenging behaviour
- Charter of Human Rights and Responsibilities Act 2006 (Vic)