We are committed to delivering quality customer service to our community. Your experience is important and will help us to continually improve.
If you want to report an issue, provide feedback or let us know how we are doing follow the steps below.
1. Report and request
If you want to report an issue, let us know something or obtain some information from us please share the details with us via our report and request form.
2. Compliments and feedback
By submitting a compliments or feedback form, you are giving feedback on the level of service you have received from us. You can do this by:
- Complaints may also be letter or verbally (in person or over the phone). Please see our contact details.
Our priority is to acknowledge your feedback within 10 business days and resolve complaints within 20 business days, unless it involves a complex matter or requires investigation. In these instances you will be kept updated on the progress of your complaint.
3. If you aren’t happy with the way you have been dealt with
A complaint is a dissatisfaction with the service you have received or the behaviour of an employee.
A complaint is not:
- A request for service
- Infrastructure faults or requests for maintenance work
- An objection to a planning matter
- Appeal against a fine
- A request for information
We recommend you read our complaint guidelines before you submit a complaint. If you have read these guidelines and believe you have a complaint, please submit by:
To ensure we handle complaints fairly, efficiently and effectively, we adhere to our Complaint Handling Policy(PDF, 163KB) and Complaint Handling Procedure.(PDF, 56KB) This policy applies to all MidCoast Council employees receiving or managing complaints from the public.
Our Complaints Handling Policy and Procedure has been developed in accordance with the NSW Ombudsman’s Effective Compliant Handling Guidelines (3rd Edition). You can therefore be confident your complaint will be handled professionally.