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: email@example.com
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).
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.
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.
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.
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.