Make a complaint

Frankston City Council delivers a diverse range of services to our community and are committed to delivering high quality service and a great customer experience. We recognise that complaints from our residents and customers provides the opportunity to listen, learn, and adapt as we continually improve our processes. We take all complaints seriously and will work with you to address your complaint in a fair and transparent way. This is aligned with our customer service promise of being accessible, respectful, clear, and accountable.

How to make a complaint

You can contact our Customer Service team via one of the below options:

Online by submitting a make a complaint form

Phone: 1300 322 322 during business hours

Email: info@frankston.vic.gov.au

In Person: At one of our customer service locations

If you need the assistance of an interpreter, please phone 131 450

What happens after the complaint is submitted?

Our complaint management framework looks at your complaint fairly and objectively, in line with our Complaints Policy and our Customer Service Promise. All complaints are assessed and reviewed at the first point of contact. Your complaint may be referred to the relevant service area for response or further investigation.

When you have made your complaint, you can expect:

Your complaint will be recorded in our customer request system, and you will be provided a reference number.

have an opportunity to explain your concerns

be kept up to date with the process of your complaint

be given expected timeframes to receive communications and decisions

be provided with explanations for Council decisions and actions

where errors or improvements are identified, you will be provided with information about the steps taken to address them

where a decision is reviewed, you will be advised whether the decision is upheld or changed

be advised of the next steps available to you if you remain dissatisfied

Where a written outcome of the complaint is required and/or requested, we will ensure it:

uses plain English

explains the steps Council took to investigate or resolve the complaint

states the relevant evidence, conclusions, and reasons for the decision

identifies, admits, and apologises for any mistakes or deficiencies

sets out any remedies

includes information about internal or external review options

can be translated or copied to an advocate to help with the complainants understanding

Managing complaints respectfully

While Council is committed to enabling our customers to provide their feedback, sometimes the conduct of the customer making the complaint may become unreasonable, impacting our ability to provide a consistent service or threatening the health and safety of our officers.

Council has an Unreasonable Customer Conduct Protocol to assess and put into action a managed service arrangement for a set period of time.

Treating complaints fairly

Complaints will be handled fairly by allowing the complainant to present their view, ensuring the officer considers concerns and addresses new issues.

Complaints about Council officers will be referred to the relevant Manager and People and Culture for action under Council policies. Officers may be informed, allowed to respond, and updated on the investigation and outcome.

Complaints about contractors will be managed by the relevant contract manager following contract terms and service agreements.

Accessibility

If you would like to lodge a complaint in your own language, the free Telephone Interpreting Service is available by calling 131 450 and asking the service operator to contact City of Frankston on 1300 322 322

If you are deaf, or have a hearing impairment or speech impairment, contact us through the National Relay Service (NRS) for assistance.

Please clearly outline your complaint and the outcome you are seeking and ensure that you provide all relevant facts including dates, times and contact names.

Privacy

We are committed to protecting your privacy. The personal information that you provide when making a complaint will be used to investigate and respond to your complaint. Complaints can be made anonymously; however, the complaint response may be limited if we can’t contact you for further detail or to discuss your concerns. Information about your complaint will usually need to be shared with the relevant service area to enable investigation and resolution. Your complaint may be provided to a Council contractor if necessary to investigate and respond.

If another government agency is responsible for the service, you have complained about, your consent will be sought before forwarding your complaint to the other agency, unless Council is required by law to notify another agency of that type of complaint. Your personal information will only be used and shared as authorised by law. For more detail about how Council handles and protects personal information, or to access your information, see Council’s privacy policy.

Other types of complaints

Other types of complaints with statutory processes & appeal mechanisms

Type of complaint	Visit the following website links for more information	Relevant external bodies
Animal Management	Visit the following pages for more information regarding animal related complaints: Dogs barking (animal noise) Dog attacks Local laws for pet owners	VCAT www.vcat.vic.gov.au Magistrates’ Court www.mcv.vic.gov.au
Building report & consent , Building notices & orders, Building Permits	Visit our report a building issue page for building related matters such as: report a dangerous building, structure, or emergency; lodge a general building concern or complaint with Council; report a domestic building dispute; lodge a complaint about a registered building practitioner.	Building Appeals Board www.buildingappeals.vic.gov.au Victorian Building Authority www.vba.vic.gov.au
Breaches of Local Government Act	Council matters such as: misuse of position by a councillor; conflict of interest by a councillor, senior council employee or person providing advice to council; disclosure of confidential information; council election offences; nomination of someone not qualified to be a council election candidate. authorisation of electoral material	Local Government Inspectorate www.lgi.vic.gov.au
Child safety	Report a child safety concern related to Frankston City Council to Council’s Reportable Conduct Team childsafe@frankston.vic.gov.au For more information visit our child safety page.	Commission for Children and Young People contact@ccyp.vic.gov.au
Councillor conduct	Councillor behaviour and conduct issues are managed via a Councillor Conduct Framework which has various mechanisms for dealing with complaints relating to Councillors. For more information regarding expectations of Councillor conduct, refer to Model Councillor Code of Conduct 2024(PDF, 70KB).	Local Government Inspectorate www.lgi.vic.gov.au IBAC www.ibac.vic.gov.au LGV www.localgovernment.vic.gov.au VCAT www.vcat.vic.gov.au
Corrupt conduct	Contact details for the people and bodies which can receive a public interest disclosure are available in the Public Interest Disclosure Policy in accordance with the Public Interest Disclosure Act.	IBAC www.ibac.vic.gov.au
Election offences	Visit our election page for more information.	Local Government Inspectorate www.lgi.vic.gov.au
Election processes	If you have a complaint about election delivery, the Victorian Electoral Commission are responsible for responding to breaches of the Electoral Act.	Victorian Electoral Commissioner www.vec.vic.gov.au
Fire Prevention notices & orders	Visit our Bushfire prevention page to learn more about our Annual Fire Inspection Program.	Fire Rescue Victoria www.frv.vic.gov.au
Freedom of Information Decisions	Visit or Freedom of Information page for more information.	Victorian Information Commissioner www.ovic.vic.gov.au
Health Information	All privacy complaints must be referred immediately to Council’s privacy officer for assessment and response privacyofficer@frankston.vic.gov.au. For more information visit our privacy page.	Office of Victorian Information Commissioner www.ovic.vic.gov.au
Litter & illegal rubbish dumping	Visit our Litter and illegal rubbish dumping page for more information.	VCAT www.vcat.vic.gov.au
Litter notices & orders	Visit our Litter Infringement page for more information about: Disputing your infringement Extension of time Payment arrangements	Magistrates’ Court www.mcv.vic.gov.au
Noise Complaint	Visit our noise complaints page for more information. Visit the EPA website to find out how the law restricts noise from residences, animals and vehicles, including what the prohibited times are.	Environment Protection Victoria www.epa.vic.gov.au
Parking infringements & appeals	Visit our parking infringement page for more information about: Disputing your infringement Payment arrangements Extension of time Nominating another driver	Magistrates’ Court www.mcv.vic.gov.au Fines Victoria www.online.fines.vic.gov.au
Planning	Visit the following pages for more information regarding planning related complaints: planning investigations planning objections	VCAT www.vcat.vic.gov.au
Privacy	All privacy complaints including handling of health information must be referred immediately to Council’s privacy officer for assessment and response privacyofficer@frankston.vic.gov.au For more information visit our privacy page.	Office of Victorian Information Commissioner www.ovic.vic.gov.au Health Complaints Commissioner www.hcc.vic.gov.au
Traffic and roads	Transport Victoria look after all matters relating to road rules and safety. for matters relating to: Public transport, roads, paths, and vehicles Speed limits Tow truck complaints Reporting a hazard 13 11 70	Transport Victoria www.transport.vic.gov.au

Overview of our complaint management framework

Step 1.Tier 1 - Front Line resolution

We aim to resolve complaints the first time you contact us. When we are contacted about a complaint our frontline team and subject matter experts will attempt to resolve the complaint immediately and respond to you within 10 business days.

Step 2.Tier 2 - Investigation required

If our frontline teams cannot resolve your complaint, it will be referred to an officer at a senior level within the appropriate service area for investigation and response within 28 business days. If we need more time or information, we will let you know.

Step 3.Tier 3 - Internal review

If you are dissatisfied with the investigation process or the outcome provided, you can request an internal review of the complaint. This will be conducted by an officer at a senior level, impartial to the complaint and independent to the officer who completed the initial investigation. We will provide you with a response within 28 business days. If we need more time or information, we will let you know.

Step 4.Tier 4 - External review

If you are not satisfied with the outcome of the internal review or how the process was managed, you will be informed of external review options to pursue your complaint further. Review of Council decisions, actions taken, or services provided may be conducted by or referred to the relevant oversight agencies, including: