Complaints

We realise that sometimes, despite our best efforts, you may not be happy with the way we have delivered a service. We encourage you to bring your concern to us directly so the matter can be resolved promptly.

If you wish to make a complaint, please read the City’s Complaints Management Policy and document your concerns in writing to us, providing complete details so that the matter can be investigated.

A complaint is not to be confused with a suggestion, a request for service or a request for information. For convenience, the following details are provided.

What is a Complaint?

An expression of dissatisfaction made to the City of Busselton about its products, services, employees or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.   

What is not a Complaint?

A complaint is not:

• a request for service;
• a request for information;
• the lodging of an appeal in accordance with a standard procedure or policy;
• a freedom of information enquiry;
• an allegation of a breach of the law by a third party; or
• an expression of dissatisfaction with a decision.

How to Make a Request or Enquiry

For requests and enquiries, please contact the City:

• Phone: (08) 9781 0444 (Monday to Friday between 8.30am - 4.30pm). Our switchboard is open 24 hours for emergency purposes.
• In person: City of Busselton Administration Building - 2 Southern Drive, Busselton, WA. Monday to Friday from 8.30am - 4.30pm (except public holidays)
• Post: City of Busselton, Locked Bag 1, BUSSELTON WA 6280
• Email: city@busselton.wa.gov.au

Complaints about Council Members, Committee Members or Candidates

Complaints about Council Members, Committee Members or Candidates are subject to a separate Policy and statutory Regulations. To make a complaint about a Council Member, Committee Member, or Candidate, please refer here.

How to Lodge a Complaint?

A complaint may be lodged through any of the following channels.

• On the website: using the below form.
• In person: City of Busselton Administration Building - 2 Southern Drive, Busselton, WA. Monday to Friday from 8.30am - 4.30pm (except public holidays)
• Post: City of Busselton, Locked Bag 1, BUSSELTON WA 6280
• Phone: (08) 9781 0444 (Monday to Friday between 8.30am - 4.30pm). 
• Email: city@busselton.wa.gov.au.

Where a complaint is made verbally, it will be recorded by the receiving officer and confirmed in writing with the Complainant.

 

How the City will manage your complaint

The City manages all complaints in line with established policies and procedures. When a complaint is received at the City, the following action will be taken:

• All complainants will be treated with respect, courtesy and professionalism.
• If the complaint is received by phone or in person an officer will take all the details from you at that time. If the matter cannot be resolved at that time, it will be formally managed in accordance with the City’s Complaint Management Policy.
• If the complaint is received in writing, we will acknowledge your correspondence within 5 working days and provide a written reply informing you of our decision within 10 working days.

Who else can I contact?

Should you still be dissatisfied with the outcome of your complaint, you can request an external review by contacting the Office of the Ombudsman of WA.  The WA Ombudsman requires the complainant to have given the public authority (local government) a chance to first address the complaint.

The contact details are as follows:

www.ombudsman.wa.gov.au

Ombudsman Western Australia

PO Box Z5386

St Georges Terrace, PERTH WA 6831