Feedback

Compliments & Complaints

We value your feedback – whether it’s a compliment or a complaint. Hearing from you helps us improve our service to our community and can highlight areas we may otherwise miss.

When to make a formal complaint

You should consider making a complaint if:

You feel a service was not delivered to the expected standard
You experienced unreasonable delays or lack of communication
You were treated unfairly or disrespectfully by a council staff member
You believe a decision or action taken by the council did not follow…

Complaints help us identify were things may have gone wrong and allow us to make things right.

When a complaint may not be appropriate

While we welcome feedback, there are times when a formal complaint may not be the right avenue. A complaint may not be appropriate if:

Your feedback is about something we need to fix, such as a pot hole, road hazards or graffiti, please report a problem.
You disagree with or refuse to accept matters that Council are obliged to apply by law.
Your complaint relates to criminal allegations or insurance claims.
Legal proceedings have already been started, an action has been taken in court or it has already been heard by a court or tribunal.
Any complaint where another formal process exists or has commenced (i.e. statutory requirements).
Your feedback is abusive, offensive or lacks sufficient detail to investigate.

These issues will not be entered into our register as a formal complaint.

What happens next?

We aim to acknowledge or resolve your complaint as soon as possible. If your complaint is complex and requires more time, we’ll keep you informed.

Compliments

We love hearing when things go well. If a staff member went above and beyond, or a service exceeded your expectations, let us know. Your compliments help us celebrate great work and encourage excellence across our team.

How to contact us

Submit online via our Complaints/Compliments form provide feedback
Email us at [email protected]
Call us on 0800 GoreDC or (03) 209 0330
Visit us in person at 29 Bowler Avenue, Gore
Write to us via mail: PO Box 8, Gore, 9740