Making a complaint

We realise that sometimes we don’t always get it right.

At Council we welcome complaints and feedback, because understanding your experience with us will help us to continually improve. 

To make a complaint, read our Complaints policy(PDF, 314KB) to understand how Council aims to handle complaints fairly, efficiently and effectively. We have summarised some of the information below.


A complaint is when you tell us you are dissatisfied with:

  • the quality of an action, decision or service provided by Council staff or a Council contractor,
  • a delay by Council staff or a Council contractor in taking an action, making a decision or delivering a service,
  • a policy or decision made by Council staff or a Council contractor.

How to make a complaint

Complaints can be made by:

Telephone: 5471 1700
Online: Visit our Contact us page and use the Email us form
Post: PO Box 185, Castlemaine, VIC 3450
In person: Civic Centre, Corner Lyttleton Street and Lloyd Street Castlemaine

Helpful information to include in your complaint

When making a complaint, providing as much detail as possible will assist Council in trying to resolve the matter. Such information can include:

  • Identify the action, decision, service or policy you are complaining about, and why you are dissatisfied.
  • Name and contact details. You can complain anonymously, but this may limit how we can respond to you.
  • Give us relevant details, such as dates, times, location or reference numbers, and documents that support your complaint.
  • The outcome you are seeking from making your complaint.

How will we handle your complaint?

 In general our complaints process follows a tiered approach. For more information see our Complaints policy(PDF, 314KB).(PDF, 314KB)