Complaints

Understanding your experience with the Pyrenees Shire Council is important to us and helps us to continually improve.  One way of doing this is to know when our customers have a complaint and to understand what it is.

To help our resolution and response, all complaints need to be documented and assessed.  If you would like to lodge a complaint, please refer to the Policy and Form links at the bottom of the page.

Lodging a complaint is appropriate if you are dissatisfied with the quality of an action taken, decision made, or service provided by Council or its contractor; or a delay or failure in providing a service, taking action, or making a decision by Council or its contractor.

Customer Action Requests

All requests for maintenance or service are logged as a Customer Action Request, not as a complaint.

How your complaint will be investigated

When we receive your complaint, it will be recorded in a confidential records management system.  You will receive acknowledgement from us that your complaint has been received and be provided with a reference number to assist in tracking your complaint.

We will direct your complaint to the most appropriate person within Council, who will be responsible for keeping you up to date on the progress of your complaint.

Throughout the process, we may need to contact you to discuss your concerns or to ask for more information.  Providing us with current contact details (such as a telephone number or email address) will ensure we provide a response as soon as possible.

After investigating, we will respond and aim to resolve your complaint, giving reasons for our view.

Complaints at the Pyrenees Shire Council are managed in accordance with Council’s Privacy Policy.

How long will it take?

We will do our best to resolve your complaint within 10 working days.

If we cannot resolve your complaint within 10 working days, you will be kept informed of our progress and be provided with:

  • The name of the person responsible for resolving the complaint

  • The estimated length of time it may take to resolve your complaint

  • A timeframe for when you can expect an update from us

You should be aware that by lodging a complaint, the matter in question will not automatically be suspended or put on hold.

Anonymous complaints

Complaints may be provided anonymously.  It should be noted that resolution information will be unable to be provided for anonymous complaints and not providing contact information may impact on the quality of the investigation if more information cannot be obtained.

If you are not satisfied

If you are not satisfied with the way your complaint has been handled or are still not happy with the decision, you can complain to the Victorian Ombudsman

Feedback

We value your feedback about the Pyrenees Shire Council’s complaints management processes. 

We also want to be proactive about obtaining your feedback regarding our commitment to our customers and community.  From time-to-time we may contact you to seek your feedback on your interactions with the Pyrenees Shire Council.

 

Lodging a complaint is appropriate if you are dissatisfied with the quality of an action taken, decision made, or service provided by Council or its contractor; or a delay or failure in providing a service, taking action, or making a decision by Council or its contractor.  

PLEASE NOTE: All that requests for maintenance and service are to logged as a Customer Action Request