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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 Customer Service Charter.

Let us know online, by email, phone or in person if you are unhappy about:

  • 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

If your complaint relates to a community issue such as animals, parking or noise visit our Report an issue page

How to make a complaint

Complaints can be made using any of the following channels and we will do our best to respond on your preferred channel.

To help us respond to feedback please provide as much detail as possible including name, address, contact details as well as a brief description of the issue and issue location.

If you prefer to make an anonymous complaint we will do our best to resolve, however in some cases we will only be able to investigate a complaint where all the necessary information is provided.

Online online form, webchat, or social media
Email caseycc@casey.vic.gov.au
Post PO Box 1000, Narre Warren, Victoria 3805
Phone (03) 9705 5200
In person Bunjil Place - 2 Patrick Northeast Drive, Narre Warren
Cranbourne Park Shopping Centre - Shop 156, South Gippsland Hwy

Accessibility

National Relay Service (NRS)
Phone: 1800 555 677   
Web: relayservice.com.au

Translation service (TIS)
Phone: 131 4

If your complaint is not resolved

Further Investigation

If we are unable to resolve your complaint the first time you contact us, it will be referred to the relevant service area to respond within 10 working days with an outcome.

Internal Review

You can request your complaint is reviewed by a Senior officer on the channel of your choice,  if you believe it has not been resolved. The Senior Officer will aim to reach a resolution in 28 days.

Requesting an external review

You can request an external agency reviews your complaint at any stage in this process by contacting the Victorian Ombudsman on 9613 6222. 

Our complaint process is managed in line with our Complaint Handling Policy and aims to ensure a fair and consistent process for managing complaints.