PHONE 1300 308 461

Complaints

Submit a Complaint

 

If you have a problem, issue or concern about the services, decisions or actions of Mareeba Shire Council, we would like to hear about it.
A complaint may be made:

  • In person to a Customer Service Officer located at one of Council’s Customer Service Centres
  • By telephone to Council’s general service number: 1300 308 461
  • In writing by letter to:Chief Executive Officer
    Mareeba Shire Council
    PO Box 154
    MAREEBA  QLD  4880
  • By email to:  info@msc.qld.gov.au

 

If your complaint is handled by Council, you will need to provide:

  • Your name, address and phone number – this information is kept confidential.
  • Nuisance description – the date, time and source address.
  • Anonymous complaints maybe lodged, however, please remember that this does not provide Council with an avenue to provide feedback to you. (Customer name is not mandatory).

 

Complaints Management Policy

Council has a Complaints Management Policy to ensure all complaints are dealt with in a fair and efficient manner. Your comments provide us with valuable feedback to allow for continuous customer service improvement. Your complaint will be managed in accordance with the principles of The Information Privacy Act 2009.

If you require further information about the Complaints Management Policy, please click here.

 

What is a Complaint?

A complaint is:

  • an expression of dissatisfaction with the quality of the services Council has provided or is providing;
  • complaints of conduct and performance of a councillor under Chapter 6, Part 2, Division 6 of the Local Government Act 2009;
  • official misconduct by employees, agents or councillors; or
  • an internal review of Council’s conduct.

 

What assistance is available to make a complaint?

If this information is not in your language, assistance is available by calling the National Translating and Interpreting Service (NTIS) on 131 450. Advise the NTIS of your preferred language and ask to speak with the Mareeba Shire Council on 1300 308 461.

If assistance is required 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.

All complaints will be entered into Council’s Complaints Register. Any staff member or Councillor that receives a complaint must follow the procedure as set out in Council’s Complaints Management Policy.

 

How your complaint will be investigated?

Council will direct your complaint to the responsible business area.

That business area will investigate the issue and respond directly to you
A Council Officer may contact you to discuss your concerns or to ask for further information
Council will respond to your complaint, giving the reasons for our view.
In some cases, your complaint may be reviewed by an independent Council Officer if other avenues of investigation have been exhausted.

 

How long will it take?

Council will do its best to resolve your complaint at ‘first point’ of contact. However, you should allow five days for your first contact, and depending on the nature and complexity of your complaint, it may take up to 30 days for your complaint to be dealt with. You should be aware that by lodging a complaint, the matter will not automatically be suspended or put on hold.

 

How can I take further action?

If you are not satisfied with the outcome of your concerns, you have the right to take your complaint to an external agency, such as the Queensland Ombudsman or seek a Judicial Review.