What you need to know
What is a complaint?
A complaint to Council can be either verbal or written. You can submit a complaint about:
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the quality of an action taken, decision made or service provided by Council Officers or our contractors.
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a delay by Council Officers or our contractors in taking an action, making a decision or delivering a service.
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a policy or decision made by the Council, Council Officers or our contractors.
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
How to submit your complaint
- Online: via the form below
- Telephone: Call our customer service team on 03 9243 8888 (see our opening hours)
- Post: Addressed to Moonee Valley City Council, PO Box 126, Moonee Ponds VIC 3039
- In-person: At our Civic Centre, 8 Kellaway Avenue, Moonee Ponds (see our opening hours)
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.
Related legislation and reference sources
- Complaint Management Policy (PDF, 62KB)
- Local Government Act 2020 (Vic)
- Public Interest Disclosures Act 2012 (Vic)
- 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)