Council recognises that from time to time, service delivery does not meet our required standards.
Council welcomes complaints as well as compliments, and will endeavour to use them as an important tool in monitoring and responding to customer expectation to improve services to ratepayers and residents. Council uses complaints as a source of feedback to guide best practice.
In accordance with our Complaints Handling Policy, we aim to resolve complaints within 15 working days. Where the investigation will exceed 15 working days, we will contact you to discuss the need for additional time to complete the investigation.
- In hard copy at any of Council’s customer service centres,
- Via the online form
- By email to Shire@hepburn.vic.gov.au
- By Post to Hepburn Sire Council, PO Box 21, Daylesford, Vic, 3460
Council defines a complaint as:
‘an expression of dissatisfaction with a Council policy, Councillor, procedure, staff member/s, fees
and charges, agents, quality of service, or the complaints-handling process itself’.
Not a complaint?
A complaint is not a:
1. Request (e.g. to get a road issue fixed)
2. Insurance claim
3. Public Interest Disclosure (i.e. complaints about fraud and corrupt conduct, such complaints are
managed by the Public Interest Disclosure process, see Council’s Public Interest Disclosure Policy for
4. Planning objection (planning objections have an existing process for review and appeal
details are available on Council’s website)
5. Local-laws dispute
6. Disputes about decisions to impose special rates or charges or the validity of an election
7. Feedback related to proposals for public comment (e.g. proposals for comment made under
section 223 of the Victorian Local Government Act 1989)
8. Matters over which Council has no jurisdiction or is not empowered to resolve
If you are still dissatisfied with the response received, you may request a review of your complaint by contacting the Victorian Ombudsman on
The following gives a summary of the types of complaints the different oversight agencies are able to accept in relation to Local Government activities:
|Council’s Complaint Handling Policy||Local Government Inspectorate||Ombudsman||IBAC – Independent Broad-based anti-corruption commission|
An expression of dissatisfaction with a Council policy, Councillor, procedure, staff member/s, fees
Where complaints about Victorian Councils that relate to breaches of the Local Government Act 2020, for example,
|Complaints about decisions made by Council – such as service, communication and, compliance with polices, procedures or the way a council has managed a complaint.||Corrupt conduct such as where allegations would relate to bribes, dishonesty or influence, committing fraud, misusing information or material acquired at work, or conspiring to engage in corrupt conduct, or failure to declare a conflict of interest.|
Call: 1800 469 359
Call: 1300 735 135