• Rates
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  • Parking, roads and footpaths
    Maintenance schedule, drains and nature strips, school crossings, fines, permits, report an issue
  • Property and planning
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  • Waste and environment
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  • Arts, sports and facilities for hire
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  • For business
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  • City and Council
    Fines and infringements, Casey's history, Local Laws, councillors, meetings, ward structure, annual report

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Make a complaint

We encourage you to 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
  • a staff member or someone who works on behalf of the City of Casey.

Our goal is to make the complaints process fair, easy and transparent. We will aim to resolve your complaint on the first occasion you contact us, in line with our Complaint Handling Policy.

Anonymous complaints are accepted; however, resolving issues or enforcing legislation can be challenging without all the necessary information. In some cases, complaints can only be investigated if all essential information is provided.

Make a complaint form

 

Visit our Contact us page for alternative contact methods and information on the National Relay Service or Translating and Interpreting Service if you need help making a complaint.

What happens once a complaint has been made?

Level 1 resolution

Our customer service team will attempt to resolve the complaint immediately and respond to you within 5 working days.

Level 2 resolution

What if the complaint is not resolved at level 1?

Let us know if you feel your complaint has not been resolved, and we will escalate the matter for further assessment. We will respond to you within 10 working days.

Level 3 resolution

What if you are not satisfied with the level 2 outcome?

If you are still not satisfied with our response, you can request an internal review of the matter by a senior officer - not previously been involved in the investigation of your complaint. The manager or their delegate will acknowledge your complaint within five 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.

Report child abuse

Anyone can report alleged abuse, harm or neglect of a child by a City of Casey staff member or representative by the following.

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

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