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 we deal with all complaints in a fair and efficient manner. Your comments provide us with valuable feedback to allow for continuous customer service improvement.

    If you require further information about the complaint management process, download the:

    How to make a complaint

    You can lodge most maintenance complaints, such as damaged footpaths and roads, online.

    For other complaints:

    Lodge a general complaint online

    Alternatively you can phone Council on 07 3403 8888.

    How Council investigates your complaint

    Council will direct your concern to the business area best able to deal with it. The business area will investigate the issue and responds directly to you.

    A Council officer may contact you to discuss your concerns or to ask for further information.

    In some cases, an independent Council officer may review your complaint if other avenues of investigation have been exhausted.

    How long it will take

    Council does its best to resolve your complaint within 14-45 days. This depends on the nature and complexity of your complaint.

    You should be aware that by lodging a complaint, the matter is not automatically suspended or put on hold.

    Further action

    If not satisfied with the outcome, you have the right to take your complaint to an external agency, such as the Queensland Ombudsman or Judicial Review.

    Council’s commitment to Human Rights

    On 1 January 2020 the new Human Rights Act 2019 (the Act) commenced in Queensland. There are 23 human rights including right to life, property rights, privacy and reputational rights, cultural rights and the right to freedom of expression. Under the Act, Council has responsibilities to ensure the 23 human rights are considered when delivering services, making decisions and developing policies. ​

    How to lodge a Human Rights complaint

    In the event you consider Council has not fulfilled its obligations in upholding your human rights, you may make a complaint to Council. It is Council’s preference that you make your complaint in writing, addressed to the Disputes Commissioner, via:

    Alternatively you can:

    Lodge a human rights complaint online

    Human Rights complaints made by other means will also be accepted.

    In lodging a Human Rights complaint with Council it is important to specify which of the 23 human rights you believe have not been adhered to by Council and provide all evidence that you wish to rely on in your initial complaint.

    Council will endeavour to respond and resolve your complaint within 45 business days.

    Further action

    Should Council fail to respond to your complaint within 45 business days, or should you be dissatisfied with the response Council has offered, you may make a complaint to the Human Rights Commissioner.

    In exceptional circumstances the Human Rights Commissioner may accept your complaint prior to the 45 business days having elapsed. The Queensland Human Rights Commission website provides information and resources about Human Rights and how to make Human Rights complaints, via the Queensland Human Rights Commission website.

    Last updated:14 October 2020