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Customer Complaints

We strive to ensure that our complaint handling systems are effective, efficient and promote fairness, integrity, and respect of human rights.
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If you are not satisfied with the standard of service provided, we encourage you to lodge a written complaint.

What is considered to be a Complaint?

We can help you with your complaint if it is regarding:

  • Processes: This relates to dissatisfaction with issues such as delays, service charges, or an agreed practice covered by a procedure
  • Employees/Contractors: This relates to dissatisfaction with the behaviour of a council employee/contractor or a mistake by an employee
  • Quality of Service: Generally related to the quality of the finished job, such as service not being up to an expected standard

Note: Anonymous complaints will generally only be acted on where the matter is relatively serious and there is sufficient information for an investigation to be undertaken. They must be referred to the relevant Manager, who will decide if any further action should be taken.

What is not considered to be a Complaint?

A complaint does not include:

  • Reports of damaged, hazardous or faulty infrastructure (eg. Pot holes, Fallen trees etc.)
  • A request for works or services, eg. missed bin collection - unless it is a second request where there has been failure to take action after the request has been received, or the response was unsatisfactory
  • An expression or feedback concerning the general direction or performance of the Council or its elected representatives
  • Reports concerning an event, service or business for which we are not responsible
  • The lodgement of an appeal or objection in accordance with a standard procedure or policy, eg. a development application approval
  • A request for a review or waiver of a penalty infringement notice (PIN) issued under Council’s Local Laws or other legislation is not deemed a complaint unless it is about the conduct of an officer issuing the PIN. All requests for a waiver or review are dealt with under a separate standard operating procedure

Click here to submit a Customer Action Request Form.

Our Complaint Process and Timeframes

All complaints submitted to Council or through a Councillor will be taken seriously and in accordance with our Privacy policy and guidelines.

All complaints will be recorded in our records management system and directed to the appropriate Business Unit Manager for investigation.

In alignment with our Customer Service Charter, we will respond to your complaint within 10 workings days and aim to resolve your complaint within 28 days. If this is not possible due to the complexity of the complaint or due to circumstances outside our control, this will be explained to you.

Throughout the process, we may need to contact you to discuss your concerns or to ask for more information. Providing us with your current contact details will ensure that we provide you a response as soon as possible.

Once an outcome has been reached, a formal letter outlining Council’s response will be provided to you. If you are not satisfied with the outcome of your request you can lodge a complaint with the Victorian Ombudsman.

Complaints that will not be investigated

The Chief Executive Officer may determine that a complaint will not be investigated where:

  • The matter is considered frivolous, vexatious or not made in good faith
  • Involves a matter where an adequate remedy or right of appeal already exists, whether or not the complainant uses that remedy or right of appeal
  • Relates to a decision of Council
  • Relates to conduct before a court, coroner or tribunal
  • Relates to a matter under investigation by the Minister for Local Government or any other government department including the Victorian Police Service
  • Relates to the appointment or dismissal of any employee or an industrial or disciplinary issue
  • Relates to a matter awaiting determination by the Council
  • Relates to the actions or conduct of a private individual; unless it has an impact on council (we talk about personal conduct in the Employee Code of Conduct)
  • There is insufficient information available; or
  • The complainant declines or refuses to provide further information or where there are threats made against Council or council staff

Where the Chief Executive Officer determines that a complaint will not be investigated, the complainant will be advised accordingly in writing.

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Airly-Clydebank Hall
556 Clydebank Road, Airly
Binginwarri Hall and Recreation Reserve
675 Albert River-Welshpool Road, Binginwarri
Boisdale Public Hall
42-44 Main Street, Boisdale
Briagolong Mechanics Institute Hall
2 Avon Street, Briagolong
Bundalaguah/Myrtlebank Hall
794 Maffra-Sale Road, Bundalaguah
Carrajung South Hall
89 Old Carrajung Road, Carrajung Lower
Coongulla Community Centre
Gillum Road, Coongulla
Cowwarr Public Hall
31-33 Main Street, Cowwarr
Dargo Public Hall and Recreation Reserve
177 Lind Avenue, Dargo
Denison Public Hall
1293 Denison Road, Denison
Devon North Public Hall
599 Tarra Valley Road, Devon North
Giffard West Public Hall
3877 South Gippsland Highway, Giffard West
Glenmaggie Mechanics Institute (Public Hall)
21 Glenfalloch Road, Glenmaggie
Golden Paradise Beach Community Centre
Surf Edge Drive, Golden Beach
Gormandale Mechanics Institute
Main Road, Gormandale
Heyfield Community Resource Centre
3-5 George Street, Heyfield
Heyfield Memorial Hall
38-40 MacFarlane Street, Heyfield
Kilmany Public Hall and Recreation Reserve
21 Freshwaters Road, Kilmany
Licola Public Hall
8 Jamieson-Licola Road, Licola
Loch Sport Public Hall
222-236 National Park Road, Loch Sport
Longford Hall and Recreation Reserve
Corner South Gippsland and Longford-Loch Sport Road, Longford
Macks Creek Public Hall
Bulga Park Road, Macks Creek
Maffra Memorial Hall
11-15 Foster Street, Maffra
Manns Beach Hall
David Street, Manns Beach
Meerlieu Public Hall and Recreation Reserve
1455 Lindenow-Meerlieu Road, Meerlieu
Munro Public Hall
191 Munro-Stockdale Road, Munro
Nambrok Public Hall and Recreation Reserve
173 Nambrok Hall Road, Nambrok
Newry Hall
139-141 Main Road, Newry
Port Albert Mechanics Institute
20 Victoria Street, Port Albert
Rosedale Public Hall
37-39 Prince Street, Rosedale
Sale Memorial Hall
Macalister Street, Sale
Seaton Hall and Recreation Reserve
1043 Main Street, Seaton
St Johns Ambulance Hall
Stead Street Reserve, Sale
Staceys Bridge Hall
248 Albert River Road, Staceys Bridge
Stradbroke Recreation Reserve and Hall
4971 South Gippsland Highway, Stradbroke
Stratford Mechanics Hall
17 Hobson Street, Stratford
Tinamba Public Hall
Rosedale-Maffra Road, Tinamba
Valencia Soldiers Memorial Hall
84-86 Briagolong Road, Valencia Creek
Willung Public Hall
195 Willung Hall Road, Willung
Won Wron Hall
4737 Hyland Highway, Won Wron
Wonyip Public Hall
Old Wonyip Road, Wonyip
Woodside Public Hall
Corner Prince Street and Austins Road, Woodside
Yarram Mechanics Hall
2-4 Church Street, Yarram
Alberton West Recreation Reserve
331 - 333 Lanes Road, Alberton West
Bellbird Corner Riverside Reserve
Sandy Creek Road, Maffra
Binginwarri Hall and Recreation Reserve
675 Albert River-Welshpool Road, Binginwarri
Boisdale Recreation Reserve
Main Street, Boisdale
Briagolong Quarry Reserve
Freestone Creek Road, Briagolong
Briagolong Recreation Reserve
Briagolong Road, Briagolong
Cameron Sporting Complex
Morison Street, Maffra
Carrajung Memorial Park
McDermott Street, Carrajung
Charles Street Recreation Reserve
Charlies Street, Loch Sport
Cowwarr Recreation Reserve
2-24 Pine Grove Avenue, Cowwarr
Dargo Public Hall and Recreation Reserve
177 Lind Avenue, Dargo
Denison Recreation Reserve
1422 Sale-Heyfield Road, Denison
Devon North Recreation Reserve
683 Tarra Valley Road, Devon North
Golden Beach (Veronica Maybury) Recreation Reserve
Surf Edge Drive, Golden Beach
Gordon Street Recreation Reserve
Gordon Street, Heyfield
Gormandale Recreation Reserve
14-16 Main Road, Gormandale
Kilmany Public Hall and Recreation Reserve
21 Freshwaters Road, Kilmany
Loch Sport Foreshore Reserve
Lake Street, Loch Sport
Longford Hall and Recreation Reserve
Corner South Gippsland and Longford-Loch Sport Road, Longford
Maffra Recreation Reserve
Corner Edward Street and McLean Street, Maffra
Meerlieu Public Hall and Recreation Reserve
1455 Lindenow-Meerlieu Road, Meerlieu
Nambrok Public Hall and Recreation Reserve
173 Nambrok Hall Road, Nambrok
Newry Community Tennis Courts and Parklands
30 McGole Street, Newry
Newry Recreation Reserve
838 Three Chain Road, Newry
Pine Lodge Reserve
Llowalong Road, Stratford
Port Albert Racecourse and Recreation Reserve
Port Albert - Tarraville Road, Port Albert
Rosedale Racecourse Reserve
10 Evergreen Road, Rosedale
Rosedale Recreation Reserve
Moore Street, Rosedale
Seaspray Foreshore Reserve
Corner Futcher Street and Shoreline Drive, Seaspray
Seaton Hall and Recreation Reserve
1043 Main Street, Seaton
Stradbroke Recreation Reserve and Hall
4971 South Gippsland Highway, Stradbroke
Stratford Recreation Reserve
Wellsford Street, Stratford
Tarraville Recreation Reserve
9 Bridge Street, Tarraville
Won Wron Recreation Reserve
4706 Hyland Hwy, Won Wron
Woodside Recreation Reserve
4-18 High Street, Woodside
Yarram Recreation Reserve
50 Railway Avenue, Yarram
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2019 Minutes and Agendas

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2018 Minutes and Agendas

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2017 Minutes and Agendas

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2016 Minutes and Agendas

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2015 Minutes and Agendas

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2014 Minutes and Agendas

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2013 Minutes and Agendas

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Page last updated:
Tuesday, December 17, 2019
Contact Us
Wellington Shire Council
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18 Desailly Street (PO Box 506)
Sale VIC 3850
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Monday to Friday 8.30am - 5.00pm
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156 Grant Street
Yarram VIC 3971
Operating Hours
Monday, Tuesday, Thursday, Friday 10.00am - 2.00pm (Closed Wednesday)
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Wellington Shire Council acknowledges the Gunaikurnai People as the traditional owners of the land that is now Wellington Shire.