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Complaints Resolution

Managing complaints is an important part of Council’s commitment to continuous service improvement. Your comments provide us with valuable feedback.

How do I make a complaint?

If you have a complaint we ask that you contact our ASSIST team.

You may make your complaint by writing to us or phoning us.

 Mail:         City of Port Phillip, Department Name, Private Bag 3, ST KILDA 3182
 Phone: (03) 9209 6777
 TTY: (03) 9209 6713 
 Email: assist@portphillip.vic.gov.au  

How will my complaint be investigated?

When our ASSIST team receives your complaint it will be recorded in our customer request system. You will receive acknowledgement from us that your complaint has been received and be provided with a customer reference number.

When we receive your complaint we will direct your concern to the most appropriate person who will be responsible for keeping you up to date on the progress of your complaint.

When making a complaint please ensure that you provide all relevant facts and, where possible, include dates, times and contact names. If you have an email address and a mobile phone number, it's helpful to include these too.

Note that we handle personal information in accordance with privacy laws and will use that information only for the purposes of handling the complaint in accordance with the Privacy Act 2000.

What if the matter still cannot be resolved and I wish to escalate it?

If you're not satisfied with the response you may refer the matter to the Manager or the General Manager of the relevant division. Additionally you may refer the matter to the Chief Executive Officer.

What further actions are available to me?

If you are not satisfied with the outcome of your concerns, you have the right to take your complaint to an external agency such as Ombudsman Victoria, by phoning 9613 6222 or toll free on 1800 806 314.

E-mail: ombudvic@ombudsman.vic.gov.au
Web site: www.ombudsman.vic.gov.au