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Make a complaint

We strive to make the complaints process fair, easy and transparent. Where possible we aim to resolve your complaint the first time you contact us in line with our Complaint Handling Policy.

You can make a complaint if you are dissatisfied with:

  • the quality or delay of a service provided by council
  • a policy or decision made by council or 
  • a staff member or someone who works on behalf of the City of Casey

Complaints can be made by a child, young person or adult about alleged abuse, harm or neglect of a child by a staff member or someone who works on behalf of the City of Casey.

  • through this online form. Online submissions are directed to the Child Safe team.
  • emailing [email protected], or
  • calling 9705 5200 and asking to speak to a member of Council's Internal Response Team (IRT).

You can find more information on our Child Safety in Casey page.

If a child or young person is in immediate danger, call the police on 000 (triple zero).

You can lodge an anonymous complaint, but it can be difficult for us to resolve issues or to enforce legislation without the abiliy to thoroughly investigate and gather evidence and witness information. In some cases, we will only be able to investigate a complaint where all the necessary information is provided.

Make a complaint form

What happens next?

Level 1

We aim to resolve complaints the first time a you contacts us. When we are contacted about a complaint our customer service team will attempt to resolve the complaint immediately, and respond to you within 5 working days.

What if I feel my complaint is not resolved at level 1?

Level 2

If you feel your complaint has not been resolved, you can tell us and it will be escalated for assessment and further investigation. We will respond to you within 10 working days.

What if I do not agree with the level 2 outcome?

Level 3

If you are not satisfied with our response, you can request your complaint undergoes an internal review by a senior officer who has not previously been involved in the investigation of your complaint. The manager or their delegate will acknowledge your complaint within 5 working days and provide you with a timeframe for an outcome. You will be advised, in writing, of the outcome of the internal review within 28 days.


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