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Complaint Management Framework

At Georges River Council, we’re committed to delivering quality services to our community. We value feedback, including complaints, as it helps us identify issues, understand community needs, and improve the way we deliver our services.
 
Our Customer Experience Advocate Team is responsible for managing and investigating complaints. They serve as the first point of contact for customers. They ensure concerns are heard, documented, and addressed fairly. This follows the Council's Customer Feedback & Complaints Management Policy.
 

What is a complaint?

A complaint is when you’re unhappy with a service, a decision, or how a Council staff member or contractor behaves. It might be about something not being done on time, a decision you disagree with, or how you were treated.

Sharing your concerns helps us understand what went wrong and allows us the opportunity to improve our services.
 

Lodging a complaint

You can contact a Customer Experience Advocate:

Support is available if you need help lodging a complaint.
 

Timeframes

  • Acknowledgement: within 2 business days

  • Resolution:

    • General complaints: within 5 business days.

    • Further investigation of complaints: within 10 business days.

 

What to include

When lodging a complaint, please provide the following:

  • A clear description of the issue.

  • Relevant dates, locations, or reference numbers.

  • Any supporting documents.

 

Continuous improvement

We regularly review complaints to identify trends and improve how we deliver services to the community.
 

Service requests

The Council owns and maintains various properties and infrastructure in the Local Government Area (LGA). This includes parks, reserves, roads, and plazas. 

If you would like to request something be repaired or attended to, please lodge a Service Request through our Log It/Fix It page.
 

Making a claim for damage or loss

To claim for loss or damage arising from an incident with a Council asset or on Council land, please refer to our Making a Claim page for more information.
 

Fraud and corruption

Georges River Council (Council) is dedicated to stopping and investigating all fraud and corruption. They also offer ways to report issues anonymously. If you would like to report suspected corruption, please fill out the Suspected Corrupt Conduct form.
 

External review

If you are not happy with the result of your complaint, you can reach out to an external agency. This includes the ICAC, NSW Ombudsman or the Office of Local Government.
 
The NSW Ombudsman is an independent integrity agency. It handles complaints about unfair treatment from various NSW government agencies, local councils, and community service providers funded by the NSW Government. If you are unsure which agency to submit your complaint to, please refer to the links below:

 

​View a video about the NSW Ombudsman below.



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If you wish to raise a particular issue with us, we recommend you raise a Customer Service Request. This will ensure your matter is scheduled with the appropriate teams and will allow you to track the progress of the issue.

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