Changes in the Local Government Act 2020 (The Act) require Councils to develop and maintain a Complaint Handling Policy and Complaints Against Councillors Policy.

Both policies have been developed in line with the Act’s requirements. The review of the Complaint Handling Policy was also aligned with the Victorian Ombudsman’s Councils and Complaints - a Good Practice Guide 2021.

Together, the updated policies deliver a clear, accessible, and transparent complaints framework.

Both policies include:

• how to make a complaint
• the way Council manages complaints and what to expect during the process and
• how Council records complaints and uses feedback to improve services.

Council invites the community to provide feedback on the Complaint Handling Policy and Complaints against Councillors Policy.

Consultation is open from 27 October – 17 November.