Why do we need a complaints policy?

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.

Provide your feedback by 30 April 2025

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

Download a copy of the 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