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Making a complaint

Our customers have the right to complain if they are dissatisfied with a City of Melville service, the behaviour of a City of Melville employee or Elected Member, or a decision made by the Council or an employee.

 

At the City of Melville we aim to provide a high quality of service to our customers and understand that complaints and feedback are opportunities for us to learn and make improvements.

Our customers have the right to complain if they are dissatisfied with a City of Melville service, the behaviour of a City of Melville employee or Elected Member, or a decision made by the Council or an employee.

If you wish to make a complaint, please send it to us via one of the methods below, providing as much detail as possible with regards to your complaint as well as your personal contact details and we will get back to you as soon as possible.

 


How to lodge your complaint

 

 

Online Click here to submit your complaint online
Phone 1300 MELVILLE / 1300 635 845
Fax (08) 9364 0285
Mail City of Melville, Locked Bag 1, BOORAGOON WA 6954
In Person City of Melville Civic Centre, 10 Almondbury Road, BOORAGOON WA 6154

 

 


What you can expect from us

  • Your complaint will be taken seriously
  • You will be treated with courtesy and respect
  • You will be listened to and your views will be taken into account
  • All complaints will be dealt with in a timely manner
  • All complaints will be recorded.


What we would like from you

  • Courtesy and respect
  • A full and accurate explanation of your complaint
  • Your identification details so that we can provide feedback and handle your complaint as effectively and professionally as possible.

Anonymous complaints

The City of Melville encourages you to provide identification details when lodging your complaint so that you can receive feedback and your complaint is handled effectively and professionally. If you wish to remain anonymous please understand that feedback cannot be provided and this may limit our ability to successfully resolve your complaint.


Withdrawing your complaint

In the event that you wish to withdraw your complaint you will need to notify the City of Melville, in writing, via one of the appropriate methods described above.


Termination of your complaint

The City of Melville may terminate your complaint if it:

  • is unlawful
  • is vexatious
  • has been adequately dealt with by the City of Melville
  • was lodged more than twelve months after the alleged action took place, or alternatively
  • if another statutory authority could more effectively deal with the complaint. In this case an explanation will be provided along with the contact details of the appropriate organisation.


If you wish to make an appeal

If you believe that your complaint has not been duly dealt with by the City of Melville and wish to make an appeal, you will be advised to raise your concerns with the Western Australian Ombudsman’s Office.

To do this, please contact:

 

Ombudsman Western Australia
Level 12
St Martin’s Tower
44 St George’s Terrace
PERTH WA 6000