Complaints and Feedback Policy

Why are we doing this?

Council has developed a robust Draft Complaints and Feedback Policy and we now seek our community's feedback on the Draft. This policy has been developed in line with the requirements of the Local Government Act 2020 and is a formal expression of Council’s commitment to providing an open, transparent, consistent, and easy process for our customers when they wish to make a comment, formalise a complaint, or share a compliment.

It clarifies the roles and responsibilities of Council officers, volunteers and contractors to ensure fair and objective management of customer feedback and complaints.

Council recognises that feedback from our customers provides the opportunity to listen, learn, and adapt as we constantly improve our services. Council also believes every customer deserves a high standard of service.


To support this ambition, Council is guided by our Customer Promise. It defines our service promises as follows:

Customer Promise

Importantly, this policy underpins strong governance and ensures our staff, volunteers, and contractors follow best practice when responding to comments, complaints, or compliments. It is also a helpful guide for customers, to understand the ways to communicate with Council about decisions, actions, behaviours, or services that impact them.

With the guidance of this policy, Council will ensure customer communication is acknowledged, taken seriously, and acted upon in a timely, fair, and sensitive way.


Engagement with the community will ensure that there is a level of understanding within the community about how to lodge complaints and confidence in the process that Frankston City Council will resolve that complaint in line with legislative requirements and good practice.