Complaints
What Is A Complaint?
A complaint is an expression of dissatisfaction with the Council's policies, procedures, charges, staff, agents, or quality of service. A complaint may relate to a specific incident or issue involving Council, or to matters of a more philosophical or general nature regarding Council’s processes and/or procedures.
What is not a Complaint?
In most circumstances the following will not be a complaint:
- a request for a service
- a request for information or explanations
- a request for Council to exercise a regulatory function
- an objection or an appeal against a statutory or regulatory process or decision
- a notification of the conduct of other people or organisations, e.g. neighbours or noise complaints
These items would generally be a complaint only if Council has failed to respond appropriately to them in the first instance.
How can I lodge a complaint?
You can lodge a complaint the following ways:
- in writing
- by email
- by fax
- by telephone
- in person
What Information Should I Include?
When making a complaint you should provide us with whatever information will enable us to deal with the matter.
Generally you should let us know:
- your name
- your address
- your phone number and/or email address
- what happened to cause the complaint, giving as many relevant details as practical (e.g. date, time, location, reference details, actions)
- why you are dissatisfied
- what you would like us to do
- who at Council you have previously told about it and what they did
If you give us this information it will help us to sort out the matter more promptly.
What Will Happen with My Complaint?
We will acknowledge receipt of your complaint in accordance with our Customer Service Charter.
We will collect the relevant information, assess the matter and attempt to resolve your complaint.
We will notify you when the complaint is resolved. If this takes longer than 30 days we will notify you.
What Is the Complaints Handling Process?
Council has a three tier approach to handling complaints. The vast majority of complaints are resolved using the first tier.
First Tier
Frontline staff will examine your complaint and attempt to resolve it. The complaint may be referred to another person in Council who is better placed to deal with your compliant.
Second Tier
If you are still dissatisfied your complaint will be dealt with by a person in Council who specialises in dealing with complaints and other options may be considered. The results of the review will be reported to you.
Third Tier
If your complaint cannot be resolved by Council you will be referred to an outside agency such as the NSW Ombudsman, the Division of Local Government or to some alternative dispute resolution procedures or, as a last resort, any legal remedy.
Confidentiality
Council will endeavour to keep your complaint confidential, insofar as practical.
Enquiries about the Complaints Handling Process
More detailed information about Council’s complaints handling process is available in the Complaints Management Policy on this Website or from Council.
If you have any questions about the complaints handling process you should contact the Coordinator Customer Support Services at Council.
To lodge a Complaint
Your comments are important to us so for the lodgement of customer complaints/problems or issues with Council please complete the on-line form on the Contact Us page and email tellus@manly.nsw.gov.au with the word "complaint" inserted in the subject line.
If you prefer to phone us with your comment instead, please call the 24 hour customer hotline (02) 9976 1680.