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 Complaints Handling Policy.
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 Council.
We accept anonymous complaints, but resolving issues or enforcing legislation can be difficult without all the information we need.
In some cases, we can investigate complaints only if you provide all the essential information.
Visit our Contact us page for other ways to contact us and information on the National Relay Service or Translating and Interpreting Service if you need help making a complaint.
Our complaints handling process
When you make a complaint, we will acknowledge your complaint promptly and inline with our Customer Service Charter.
- Level 1 Frontline resolution
Where possible, Council will aim to resolve your complaint on first contact.
- Level 2 Investigation
If Council cannot resolve your complaint at first contact, it will be escalated to Level 2 for investigation. Our Case Management Team manages this.
We will provide an outcome including reasons and any actions taken within 10 working days. If we need more time or information to review a complaint, we will contact you with an update and timeframe for resolution.
- Level 3 Internal review
If you believe Council officers made the wrong decision in a complaint investigation, or you are dissatisfied with how the complaint was handled, you can request an internal review.
The complaint is then referred to a manager who has not previously been involved in the complaint, and you will be advised, in writing, of the outcome of the internal review within 20 working days.
Learn more about our complaints handling process in our Complaints Handling Policy.
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.
- Online complaint form. Directed to the Casey Council Child Safe Team.
- Email childsafe@casey.vic.gov.au.
- Call 9705 5200 and speak to a member of the Casey Council Child Safe Team.
- Call the police on 000 (triple zero) if the child is in immediate danger.
You can also find more information on our Child Safety in Casey page.