Complaints
If you have a problem, issue or concern about the services, decisions or actions of Brisbane City Council, we would like to hear about it.
Complaints management policy
Council has a complaints management policy to ensure all complaints are dealt with in a fair and efficient manner. Your comments provide us with valuable feedback to allow for continuous customer service improvement.
All you have to do is let us know about your complaint and we will direct your concern to the business area best able to deal with it.
Some documents on this page need Adobe Reader, Microsoft Word or Microsoft Word Viewer installed on your computer to view or print them.
If you require further information about the complaint management process, download the:
- Complaints management policy (PDF - 86kb)
- Complaints management policy (Word - 101kb)
- Administrative action complaints procedure (PDF- 106kb)
- Administrative action complaints procedure (Word - 136kb)
How to make a complaint
Most maintenance complaints, such as complaints about damaged footpaths and roads, can be lodged online. For other complaints:
- contact Council on 07 3403 8888
- write to Council online
How your complaint will be investigated
When you let us know about your complaint, we will direct your concern to the business area best able to deal with it. That business area will investigate the issue and respond directly to you.
A Council officer may contact you to discuss your concerns or to ask for further information.
Council will then respond to your complaint, giving the reasons for our view.
In some cases, your complaint may be reviewed by an independent Council officer if other avenues of investigation have been exhausted.
How long it will take
Council will do its best to resolve your complaint within 14-45 days, depending on the nature and complexity of your complaint.
You should be aware that by lodging a complaint, the matter will not be automatically suspended or put on hold.
Further action
If you are not satisfied with the outcome of your concerns, you have the right to take your complaint to an external agency, such as the Queensland Ombudsman or Judicial Review.
