Shellharbour City Council is committed to seeking and receiving feedback and complaints about Council services, practices, procedures, guidelines, products, systems, staff and complaint handling. Any concerns raised in feedback or complaints will be dealt with within a reasonable time frame. Council’s complaint’s handling process is outlined below.

1.    Submit your complaint – using the online form(Opens in a new window) and receive a reference number upon submitting your form
2.    Acknowledgement – Council will acknowledge receipt of complaint within five (5) working days 
3.    Assess and Investigate: Council will commence investigation and will assess and prioritise complaints in accordance with the urgency and/or seriousness of the issues raised. If a matter concerns an immediate risk to safety or security, the response will be immediate and will be escalated appropriately.
4.    Provide Reasons for Decisions: Communicate the outcome and reasons to the complainant.
5.    Options for Redress and Close Complaint: Council will Inform the complainant of their internal and external review options.

Council accepts anonymous complaints and will carry out an investigation of the issues raised where there is enough information provided.

Council will protect the identity of people making complaints where this is practical and appropriate. Personal information that identifies individuals will only be disclosed or used by Council as permitted under the relevant privacy laws, secrecy provisions and any relevant confidentiality obligations.