Types of complaints

There are two types of complaints that are dealt with differently:

  1. Compliants about the services, decisions or actions of Council or about its staff. These complaints are handled by Council.
  2. Complaints about the actions, conduct or behaviour of the Mayor or a Councillor. These complaints are handled by a State agency.

Complaints about the Council or Staff

If you have a problem, issue or concern about the services, decisions or actions of Mareeba Shire Council or its staff, 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
  • By email to: info@msc.qld.gov.au
  • In writing by letter to:
    Chief Executive Officer
    Mareeba Shire Council
    PO Box 154
    MAREEBA QLD 4880

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

  • Your name, address and phone number – this information is kept confidential.
    Anonymous complaints may be lodged however, this does not provide Council with an avenue to provide feedback to you
  • Instance details – the date, time and source address.

Council handles all complaints in accordance with Council’s Administrative Action Complaint Management Policy.

Complaints about a Councillor

If the complaint is in relation to a Councillor conduct breach or Councillor misconduct as defined in the Code of Conduct for Councillors in Queensland, the complaint must be referred to the State Office of the Independent Assessor, whose contact details are set out below:

If the complaint is in relation to Corrupt Conduct, as defined by the Code of Conduct for Councillors in Queensland the complaint must be referred to the Crime and Corruption Commissioner, whose contact details are set out below:

Council has adopted and published an Investigation Policy about how it deals with complaints regarding Councillors that are referred back to it for investigation.

Council also keeps a Councillor Conduct Register which is available on our website and for viewing and inspection at Council’s Mareeba Customer Service Centre.

More Information

For further information, please contact Council’s Governance & Compliance section via email to info@msc.qld.gov.au or by phone on 1300 308 461.