Complaint Handling

Council wishes to provide the best service possible to its customers and is committed to addressing and resolving enquiries and complaints, improving customer service delivery and increasing community satisfaction.

There may be occasions when challenges do arise and you may not get the service you expect. If you have any reason to be unhappy, we want to know so we can improve our service.  You can contact us via

WSC Image Library 2016 418

Council staff are expected to handle complaints within the service standards of our Customer Complaint Handling Protocol.

We are confident we can resolve the majority of complaints received however we understand that we may not be able to satisfy every customer on every occasion. Customers also have the option to going to an external agency regarding their concerns:

Office of Local Government 
NSW Ombudsman’s Office
Independent Commission Against Corruption


Unreasonable Customer Conduct

When customers behave unreasonably in their dealings with Council, their conduct can significantly affect our success. As a result, we will take proactive and decisive action to manage any complainant conduct that negatively and unreasonably affects our staff or service provision. The management of unreasonable conduct will occur in accordance with Council’s Unreasonable Customer Conduct Protocol