Responding to Your Concerns
Monash City Council is committed to delivering high quality services to its community and customers. So when you have a concern about the way a product or service was provided or offered we can address the problem quickly.
Communication is Important
If you should ever be unhappy about anything to do with our services all it takes to start solving the problem is to talk or write to us about it.
If you don't tell us, we may never know. By bringing your concerns to our attention, you immediately help us to improve both our service and any related policies.
This is the reason we have implemented a complaint handling process to help resolve your concerns. It also helps us to improve our service.
Who Should You Talk to First?
If you have a complaint we ask that you contact the department that provides the service you are complaining about. This may be by phone or by writing to us.
Phone numbers are provided in the Council's Community Directory and brochure distributed with your Rate Notice.
If you are unsure of who you should contact or are unable to access the correct telephone number contact 9518 3555 and you will be put through to the appropriate person.
In some cases we may ask you to put your complaint in writing. Also we cannot usually respond to anonymous complaints.
Our staff will deal efficiently and courteously with the issue. If the department cannot resolve the matter immediately, within one week you will be given a timeframe in which the matter will be resolved. You will also be given the name and phone number of the person handling your complaint.
If it seems resolution of the matter will take longer than the agreed timeframe we will contact you to discuss a new resolution date.
What If the Matter Still Cannot be Resolved?
If you are still unhappy with Council's determination the matter will be referred to the Director of the relevant Division. The Director will review the matter and inform you of his or her decision.
Following this customers have the further option of requesting that the matter be referred to the Chief Executive Officer for review.
Last updated: 22 February 2011
[ Up: Council | Forward: Satisfaction Surveys ]
Back to main navigation Back to section navigation
