By phone
03 9658 9658
In writing
c/o Customer Relations Manager
City of Melbourne
GPO Box 1603
Melbourne VIC 3001
Australia
Visiting in person
At Melbourne Town Hall service desk.
Melbourne Town Hall
90-130 Swanston St
Melbourne 3000
How we manage your complaint:
Tier One
When we receive your complaint, we will send it to the relevant service department for investigation and resolution. We will make every attempt to resolve your complaint quickly, in line with our Customer Service Charter.
Tier Two
If your complaint is not resolved through the standard process, we will escalate it for investigation to a senior staff member for the relevant service department.
We attempt to resolve Tier 2 complaints within 20 days. If we can’t resolve it within this time period, we will let you know and provide you with a new timeframe for resolution.
Tier Three
If you remain dissatisfied with how your complaint has been handled, you may request an internal review by the Complaints Management Team for final investigation and decision. We aim to complete the review within 20 working days.
Tier Four
You may request an external review from the Victorian Ombudsman.
For more information, read our complaints policy.
Privacy
City of Melbourne’s Complaint Resolution Policy is subject to our Privacy Policy.