Murrindindi Shire Council is committed to providing a high quality service to its community and to visitors.
We will endeavour to provide courteous, helpful and friendly service and give you current and accurate information.
We value accountability and take responsibility for our actions. If you would like to read more about our approach to Customer Service, you can refer to our Customer Service Charter.(PDF, 75KB)
How was our service - do you have complaints or compliments?
We welcome your feedback on our performance at any time. We’d like to hear from you if you think we have performed well but if you feel we haven’t met the standards set out in our Customer Service Charter(PDF, 75KB), we’d like you to let us know. Feedback tells us how we can improve our service to you.
We are committed to ensuring that we deal with all customer complaints fairly, confidentially, promptly, in a respectful manner and free of charge.
For more information you may wish to read our Customer Complaints and Feedback Policy.(PDF, 118KB)
Anyone who comes in contact with Council’s services can provide feedback in any of the following ways.
If you need assistance to provide feedback, we can help you with that too.
What is a complaint?
A complaint is defined as an expression of dissatisfaction with:
- the quality of an action taken, decision made or service provided by Council, Council Officers or its contractors
- a delay or failure to act or provide a service to a promised standard.
A complaint does not include:
- Ordinary requests for service i.e. a customer request - this can be done through our Customer Request process
- Follow up queries about an existing request, if that request still falls within our Customer Service Charter timeframes for response or action
- Reports of a hazard or urgent emergency
- Reports concerning neighbours or neighbouring properties and disputes between neighbours
- A request for information, including Freedom of Information requests or an explanation of a policy or procedure
- Expressions of dissatisfaction with decisions made under legislation which provides for separate avenues of appeal, for example, those which fall under Freedom of Information legislation.
- An alleged breach under the Councillor Code of Conduct (PDF, 621KB)(which is dealt with under the provisions of the Councillor Code of Conduct).
When making a complaint – what can you expect?
When we receive a complaint in relation to a service or a staff member, it will be investigated by the Manager of the Department. The Manager will notify their General Manager immediately that a complaint has been made. The General Manager will notify the relevant Ward Councillor and/or Portfolio Councillor of the complaint and the proposed response.
If the complaint relates to a regulatory decision (such as compliance or enforcement), you should write to the CEO seeking review of that decision. The CEO will appoint a person who has not been involved in the original decision to undertake the review. Please note this internal review process does not apply where legislation sets out a specific process for review of decisions – for example, review of a planning decision by Victorian Civil and Administrative Tribunal (VCAT).
We will respond to your complaint within 10 working days, except if the issue is complicated or warrants more in-depth examination. If we need more time to respond to your complaint, you will be notified within 10 working days of making your complaint, and we will tell you when you can expect a response.
If you are not satisfied with our response or the way in which your complaint has been handled, you can request that your complaint be referred to a ‘Stage 2 Review’.
Your complaint will then be investigated by the General Manager of the relevant Division and a response provided as quickly as possible.
As for the process above, we will respond to your request for a Stage 2 review of your complaint within 10 working days, except if the issue is complicated or warrants more in depth examination. If we need more time to respond, you will be notified within 10 working days of making your complaint, and we will tell you when you can expect a response.
Still not happy?
If you are still not satisfied with our response or the way in which we have managed your complaint, you can request that the complaint be referred to a ‘Stage 3 Review’, where the Chief Executive Officer will review the case and provide you with a written response.
We ask that you contact us with your complaint according to the procedures set out above. Any complaints made directly to the Chief Executive Officer, General Managers or Councillors will be passed back to the relevant Manager to investigate (unless the complaint is about a Manager, in which case it will be sent to the relevant General Manager).
We will respond to your request for a Stage 3 review of your complaint within 10 working days, except if the issue is complicated or warrants more in depth examination. If we need more time to respond, you will be notified within 10 working days of making your complaint, and we will tell you when you can expect a response.
Is there someone else I can take this up with?
If you believe your complaint remains unresolved after these reviews and that there are still grounds for appeal, you can contact the relevant agencies listed below for assistance.
• Victorian Ombudsman
• Municipal Association of Victoria
• Victorian Equal Opportunity & Human Rights Commission
• Victorian Civil and Administrative Tribunal (VCAT)
• Dispute Settlement Centre of Victoria (Department of Justice)
• Freedom of Information (FOI) Commissioner
• Victorian Small Business Commissioner