We encourage you to make a complaint if you are dissatisfied with:
- the quality or delay of a service provided by council
- a policy or decision made by council
- a staff member or someone who works on behalf of the City of Casey.
Our goal is to make the complaints process fair, easy and transparent. We will aim to resolve your complaint the first time you contact us in line with our Complaint Handling Policy.
Anonymous complaints are accepted; however, resolving issues or enforcing legislation can be challenging without all necessary information. In some cases, complaints can only be investigated if all essential information is provided.
Anyone can report alleged abuse, harm or neglect of a child by a City of Casey staff member or representative by the following.
- Online complaint form. Matters regarding minors are directed to the Child Safe team.
- Email childsafe@casey.vic.gov.au.
- Call 9705 5200 and speak to a member of Council's Internal Response Team (IRT).
- Call the police on 000 (triple zero) if the child is in immediate danger.
You can also find more information on our Child Safety in Casey page.
What happens next?
Level 1
We aim to resolve complaints the first time you contact us. When contacted about a complaint our customer service team will attempt to resolve the complaint immediately, and respond to you within five working days.
What if the complaint is not resolved at level 1?
Level 2
Let us known if you feel your complaint has not been resolved and the matter will be escalated for further assessment. We will respond to you within 10 working days.
What if you are not satisfied with the level 2 outcome?
Level 3
If you are still not satisfied with our response, you can request an internal review of the matter by a senior officer - not previously been involved in the investigation of your complaint. The manager or their delegate will acknowledge your complaint within five working days and provide you with a timeframe for an outcome. You will be advised, in writing, of the outcome of the internal review within 28 days.