Complaint Handling Process
Complaints against the administrative actions of Council are addressed via its Complaints Handling Process. As a first step, a complaint is handled by the responsible section of Council.
A customer then has the right to have a complaint escalated to the responsible manager and, if still dissatisfied, to the divisional director.
There is also a right of appeal to Council's internal ombudsman, who deals with complaints where customers feel that their concerns have not been adequately addressed by the relevant director.
Privacy complaints and disclosures under the Whistleblowers Protection Act 2001 are also dealt with in the Complaints Handling Process.
Click here to read the City of Casey's Complaint Handling Process.