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What you need to know

Complaints

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.

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.

Submit a complaint online

What happens next?

  • Dec 10, 2021

    1. Investigation

    If we are unable to resolve your complaint immediately, we will refer it to a manager or delegated council officer for investigation.

    We value the health, wellbeing and safety of our staff and community as our number one priority.

  • Dec 10, 2021

    2. Internal review

    If you are unhappy with how your complaint has been handled, or have concerns about the decisions made, you may request an internal review. Here is the process we will undertake if you request an internal review:

    Internal review

    • If a complainant believes Council has made a wrong decision, they can request an internal review.
    • A senior officer not involved in the original complaint will conduct this independent review and look at whether the complaint should have been dealt with differently. This investigation can lead to the original decision being upheld or overturned.

    Internal reviews include:

    • Acknowledgement of the review request
    • Explanation of the process, including the timelines for conducting the review, what it will and will not look at, and the possible outcomes
    • Providing the complainant and any other parties with an opportunity to present their case
    • Providing a written outcome, together with reasons, and detail any remedies. This may need to be in simple English or with support depending on the resident and their preferences.
    • External review option (Ombudsman), if parties are dissatisfied with the outcome.
  • Dec 10, 2021

    3. External review

    If you remain dissatisfied with the handling of your complaint or about the decisions made following the internal review, you may seek an external review.

    The Ombudsman can be contacted through the following channels:

  • Dec 10, 2021

    Unreasonable Complaints

    Council officers will do their best to resolve your complaint, but sometimes there are times this cannot occur regardless of our efforts.

    To assist us with challenging and unreasonable behaviours we apply the Victorian Ombudsman's Framework 2020-2024  to assist us and provide clarity to you on how we will manage your complaint.

    Unfortunately, this could lead to limiting a resident’s access to services depending on the situation. If this Is likely to occur we will advise you. You will have the right to request a review of your decision.  

Noise complaints

Property owners and tenants are responsible for making sure activities on their property don't have a negative impact on their neighbours.

For information on what is considered unreasonable noise, read the Environment Protection (Residential Noise) Regulations 2018.

The Environment Protection (Residential Noise) Regulations 2018 allow the use of power tools between the following hours for minor works around your home while completing odd jobs and minor home improvements.

Monday to Friday: 7am to 8pm
Weekends and public holidays: 9am to 8pm

Within Moonee Valley and in recognition of the greater impact to local amenity, more restrictive hours apply for larger-scale works and renovations that require a permit.

Specifically, clause 4.28.4 of Council’s Activities and General Amenities Local Law 2018-28 prescribes the following prohibited times for construction or demolition activity related noise in residential areas:

Monday to Friday: 7am to 6pm
Saturday: 9am to 3pm
Sundays and public holidays: No works allowed

Further information on Council’s Activities and General Amenities Local Law 2018-28 can be found here.

Firstly, we suggest you speak to the person causing the noise to discuss your concerns. Often people don’t realise they are disturbing their neighbours and the issue can often be resolved quickly.

Prior to submitting a request to investigate a noise, you must complete and submit a signed Noise log.

The Noise log is a legal document and all information provided may be used as evidence in the Magistrates Court, should Council decide to prosecute.

By signing and returning the Noise log you are declaring the information contained within it to be a true record of matters observed by you and that you are willing to appear in Court to give evidence as a witness regarding this complaint if required to do so by Council.

Please attach your Noise log when reporting your issue.

Reporting a noise nuisance

We suggest you speak to the person causing the noise first. Often people don’t realise they are disturbing their neighbours and the issue can often be resolved quickly. If this does not work, you can lodge your concerns with Council.

Council can assist with noise complaints about residential premises (including barking dogs) or noise from local businesses.

You can also contact us during business hours via telephone on 9243 8888, email council@mvcc.vic.gov.au or in-person at the Civic Centre, 9 Kellaway Avenue, Moonee Ponds.

REPORT ONLINE

Noise issues Council cannot investigate

We aren’t the authority for most noise complaints, and there are some things that although noisy, we can’t do anything about. Here is a list of some noises and who may be able to help.

Environment Protection Agency  – 1300 372 842

Flemington Racecourse and Melbourne Showgrounds are within the boundaries of Melbourne City Council.

A complaints hotline is established for the duration of major event. Noise Consulting & Management Pty Ltd will investigate any complaints, record the results of the investigation and the action taken and report back to the resident if desired.

Contact:

9372 6965 or 9372 6412

Also includes noise associated with vehicles entering and leaving such as security gates or garage doors.

You should talk directly with your neighbour or contact the Dispute Settlement Centre of Victoria (DSCV). Victoria Police and the EPA are responsible for ensuring registered vehicles are roadworthy and compliant with noise emissions

Contact:

DSCV – 1300 372 888

EPA – 1300 372 842

Local Police Stations:

Moonee Ponds – (03) 9373 5200

Avondale Heights – (03) 9337 6777

Flemington – (03) 9371 6100;

Police without the sirens – 13 14 44 000 in an emergency

Victoria Police

Contact:

Local Police Stations

Moonee Ponds – (03) 9373 5200

Avondale Heights – (03) 9337 6777

Flemington – (03) 9371 6100

Police without the sirens – 13 14 44

Police in an emergency – 000

Victoria Police

Contact:

Local Police Stations

Moonee Ponds – (03) 9373 5200

Avondale Heights – (03) 9337 6777

Flemington – (03) 9371 6100

Police without the sirens – 13 14 44

Police in an emergency – 000

Private matter.

Body Corporate in close quarter or high density living

Dispute Settlement Centre of Victoria (DSCV).

Contact:

Best settled privately

DSCV – 1300 372 888

The EPA, Vic Roads, Public Transport Victoria or Utility Company provide permits to operate outside of normal working hours

Contact:

EPA – 1300 372 842

Vic Roads - 13 11 71

City West Water – 13 26 42

Public Transport Victoria - 1800 800 007

Primary: Metro

Secondary: Public Transport Ombudsman (PTO)

Contact:

Metro – 1800 800 007

PTO – 1800 466 865

Primary: Yarra Trams

Secondary: Public Transport Ombudsman (PTO)

Contact:

Yarra Trams – 1800 800 007

PTO – 1800 466 865

Air Services Australia (ASA)

Civil Aviation & Safety Authority (CASA)

Contact:

ASA - 1800 802 584

CASA - 13 17 57

You will need to talk to the operator conducting the works and they may be able to provide an expected completion date or time.

Contact:

Jemena (Power) – 1300 131 871

City West Water (Water) – 13 26 42

Vic Roads

Contact:

13 11 71

CASA.

For more information click here.

Contact:

CASA – 13 17 57

Related legislation and reference sources