Close Menu

Complaints (Administrative Action)

What is a complaint?

If you have been directly affected because of an administrative decision or action of Council, you can request a review of the decision or action.

Our Complaints Management Policy has been developed to ensure all complaints are dealt with efficiently, objectively, and fairly.

A complaint is not the same as a request for service where you want Council to take action (e.g., a barking dog, a pothole), a request for information, or an enquiry seeking clarification of an issue. These requests can be submitted by contacting Customer Service. 

How do I make a complaint?

You are strongly encouraged to put your complaint in writing to ensure that it is clearly understood by the officer investigating it. You can make a formal complaint using one of the options below.

Online:
By filling in the online form below.

Email:
Download, print and complete the Complaint Form

Scan the completed form and email to: enquiry@frasercoast.qld.gov.au

Mail:
Download, print and complete the Complaint Form

Fraser Coast Regional Council
PO Box 1943
Hervey Bay
Qld 4655

You can also deliver the completed Complaint Form to your local Customer Service Centre. 

How Council investigates your complaint

Council will review your complaint and direct your complaint to the business unit best able to deal with it. In some cases, the Governance Investigations team will review your complaint if other avenues of investigation have been exhausted.

We will initially assess your complaint.  The outcome may be that:

  • We will proceed with an investigation and progress inquiries into the complaint.
  • We may contact you to discuss your concerns or to ask for further information.
  • We decline to take further action if grounds for refusal exist.

Please be aware that by lodging a complaint, the matter is not automatically suspended or put on hold.

See Factsheet for more information about how complaints are managed. 

  • If our complaint form is not in your language, please call the National Translating and Interpreting Service (NTIS) on 131 450. Advise the NTIS of your preferred language and ask to speak with the Fraser Coast Regional Council Customer Service on 1300 79 49 29.

    If you need assistance because of a hearing or speech impairment please contact the National Relay Service on 133 677. If you can speak and hear but sometimes people have trouble understanding you, the number to call at the Relay Service is 1300 555 727.

  • If you are not satisfied with the outcome of your complaint to this council, you have the right to take your complaint to an external agency, such as the Queensland Ombudsman.

    The Queensland Ombudsman investigates complaints about the actions and decisions of state government departments and agencies, local councils and public universities. Their complaints assessment and investigation service is free and independent.

Council