Complaints and service requests

Listening to your feedback is an important part of Council’s commitment to continuous service improvement.

Knowing whether your issue is a complaint or service request can help us to take the right kind of action to assist you.

  • To get Council to fix an issue, you should send a service request. An example of a service request is: 'Could Council fix a pothole in my street?'
  • To make a complaint about a neighbour where you would like Council to be involved, you should send a service request. An example of this would be: 'My neighbour has loud noises coming from their apartment at all times of the day and I can't sleep.'
  • To let Council know about your dissatisfaction with the way the service was provided, you should make a complaint. An example of a complaint is: 'A pothole I reported to Council two months ago hasn't been fixed, and is getting worse.'

Logging these correctly can help us action your requests faster. 

Request a service

If you would like help from Council, or would like to request a service, please make a service request.

You can also give us feedback to help improve the services we provide you.

Making a complaint

If you are not happy with the service we have provided, you can make a complaint.

Understanding where we have not met your expectations will help us address the issue and improve the services we offer.

We always try to resolve the issue as quickly as possible. We’ll confirm that we’ve received your complaint within 5 business days, and if we haven’t resolved it within 28 business days, we will contact you to update you on our progress.

If you would like to know more about the complaints process you can read our Complaints Handling Policy (DOCX 331 KB).

Alternatively, you can make a complaint, or follow-up an existing complaint, by:

Phone: 03 9209 6777

Mail: City of Port Phillip, Private Bag 3, St Kilda, VIC 3182

In Person: At any of our Customer Service Counters

Making a complaint about a councillor

Complaints about councillors are not handled internally. If you would like to make a complaint about a councillor or councillors, you can contact:

Read the Councillor Code of Conduct for further information about the role and responsibilities of councillors.

Unreasonable behaviour towards Council staff 

When you interact with Council staff, we will behave as described in our Customer Charter. We are committed to treating all members of our community with respect, dignity and fairness.  

In return, we expect our community to extend that same respect to Council officers they may interact with.

Need more options?

If you still feel that your issue hasn’t been resolved, you can raise it with the Victorian Ombudsman:

Online: Contact the Ombudsman

Phone: 03 9613 6222

Mail: Level 2, 570 Bourke Street Melbourne VIC 3000, DX210174 Melbourne

Our aim is to resolve your issue. We encourage you to contact us first and give us the chance to listen to your concerns. We will work with you to resolve your complaint.