Project update

The existing Complaints Policy was adopted by Council in September 2021, to meet requirements under the Local Government Act 2020.

It was reviewed in October 2024, and a revised policy has now been drafted, following reforms of legislation and the complaints processes required by external integrity oversight bodies, such as the Victorian Ombudsman, Independent Broad-based Anti-Corruption Commission and Local Government Inspectorate.

The 'make a complaint' page has also been refreshed and simplified on Council's website, and community feedback on the revised Complaints Policy may inform further updates.

How will your feedback be used?

We invite you to review the revised Complaints Policy and provide feedback that will be used to refine the policy before it is presented to Council for adoption. Community input will be used to:

  • Inform the revised Policy where possible (noting limitations of content required by legislation).
  • Support implementation of the Policy.


Learn more about the Revised Complaints Policy

The Complaints Policy is a revised policy and was last adopted by Council in September 2021. It has been updated to reflect the changes in legislation, provide better governance oversight and align with best practice guidance for complaints management.

Yes, it is a requirement of section 107 of the Local Government Act 2020 for Council to develop and maintain a Complaints Policy.

Yes, the policy contains prescribed processes under the legislation which cannot be changed by Council.

How to participate

  • Share your feedback on the revised Policy

    Help us identify gaps and suggest improvements. Your feedback will be used to consider updates to the policy before it is presented to Council for adoption.

    Complete the survey in the 'Provide your feedback' tab by 30 April 2025.

  • Who can participate?

    We invite all individual community members who are interested to provide feedback through the survey in the 'Provide your feedback' tab on this page.

    You can make a written submission on behalf of the group (such as community group, organisation, or association) by emailing governance.enquiries@frankston.vic.gov.au

  • Follow this project for updates

    Follow this project to be notified of the engagement results and project outcomes.

Revised Complaints Policy

Services to support participation in this engagement.

Council can arrange a telephone interpreter for you, call us on 1300 322 322


Or you can call:



Interpreter Service: 131 450
NRS: 133 677 or 1300 555 727


Provide your feedback

Engagement Results

Engagement Overview

Engagement Purpose

The purpose of community engagement on the revised Complaints Policy was to check that the policy clearly outlines the principles, sets the direction for management of complaints, explains and sets the expectations for the roles and responsibilities of various stakeholders.

Engagement Dates

Community engagement was open for feedback from 28 March to 30 April 2025.

Engagement Methods

Participants were invited to review the revised policy and answer a short survey, including a space to add free text comments.

Online survey participants were required to log into Engage Frankston before providing their feedback. This was done so the project team could contact participants to discuss their feedback and provide a personalised response where needed. It also allowed for a shorter survey experience as Engage Frankston members have already provided some information about themselves such as suburb and age group.

Participants could also contact the project team directly by phone or email using the contact details published on the project page.

The policy could be reviewed in several ways:

  • View the document on a webpage (no download required)
  • Download a PDF copy of the policy to view on a device or print at home
  • Telephone the project team to ask questions and discuss the policy document

Participants had access to the following supports:

  • Language translation tool on the Engage Frankston page
  • Contact the project team by phone or email to discuss the document and provide feedback
  • Make use of Councils interpreter service or the National Relay Service

Council promoted the project to reach interested community members by:

  • Sending a new project notification email to 293 Engage Frankston members with a registered interest in "Council business and finance"
  • Sending an additional project promotion email to 771 Engage Frankston members with registered interests in the topics of
    • Community
    • Parks and recreation
    • Planning, design and renewal
    • Road maintenance and
    • Technology

Engagement Results

During the engagement period, the Engage Frankston page was viewed 55 times, representing a 5.17% click through rate from combined 1064 project emails sent.

The revised policy document was downloaded 15 times.

The project was 'followed' by two people, to receive further updates.

No participants chose to provide written feedback using the online survey.

Next Steps

The revised complaints policy will be presented for adoption to Council on 12 May 2025.

Learn more about Council meetings here: https://www.frankston.vic.gov.au/Council/Council-a...