Overview

The Council is committed to resolving any issues or complaints the public has about its policies and service delivery. Council business units have time and resources to respond to public concerns. Beyond this, there is the Issues Resolution Office.

The Issues Resolution Office investigates public complaints about the Council's policies, activities and services in an effort to:

ensure the public is treated fairly in their dealings with the Council
reach a resolution that satisfies all parties
improve future dealings with the Council.

All investigations are confidential and free of charge.

The Issues Resolution Office is also the main point of contact for public requests for official information held by the Council.

Official Information

When to Use the Issues Resolution Office

If you believe the Council has treated you in a way that is unfair, illegal, unreasonable, mistaken or wrong, the Issues Resolution Office may be able to help.

Anyone dealing with the Council can use the Issues Resolution Office, but it is generally considered a 'last resort'. You should first try to resolve any complaints with the Council department responsible for the issue.

Council Complaint Form

If that does not resolve the issue, you can lodge a formal complaint with the Issues Resolution Office.

Process

Lodge complaint - complete the Issues Resolution Form and send it to the Issues Resolution Office by email, post or fax.
Investigation - the Issues Resolution Office investigates the issue, working with all parties involved. If a meeting is required, it can be arranged to take place at the Council offices, your home or workplace, at a time that suits you.
Recommendations - the Issues Resolution Office can recommend an action plan to the relevant Council business unit.
Decision - the Issues Resolution Office will explain the reasons behind any decision made by the Council.

Issues Resolution Form

Impartiality

The Issues Resolution Office is funded by the Council but is independent of all Council business units. It reports directly to the Chief Executive and investigates issues without direct influence from any Council department.

Examples of Complaints

Since it was created in February 2001, the Issues Resolution Office has investigated a range of issues, such as:

consents (resource and building) and other regulatory functions (dog and noise control)
footpaths, sewers and water pipes
rates and rates changes
rubbish
encroachment licences for road reserve
housing tenancies
trees on road reserve.

Office of the Ombudsmen

The Office of the Ombudsmen deals with public complaints about central and local government organisations, including the release of official information.

If you are dissatisfied with the Council's internal efforts to resolve your complaint - through the relevant business unit and the Issues Resolution Office - you can contact the Office of the Ombudsmen.