Complaints & compliments

Use the form to make a complaint if you’re unhappy with things like:

  • A service we provided (or didn’t provide)
  • A decision we made
  • The conduct of a Council employee or contractor
  • How we handled a previous complaint.

You can also use the compliments form on this page to let us know when something has gone well. We’d love to hear about it.

 

What is a complaint?

Not everything you contact Council about is treated as a formal complaint. The following types of enquiries are handled through other Council processes:

  • Service Requests: Requests for Council to take action or provide a service, such as reporting a pothole or requesting a bin replacement. Submit these via our Report It form.
  • Reports about third parties or external issues: Concerns like a dangerous dog, overgrown property, or unauthorised activity. These are not complaints about Council services and should also be submitted via the Report It form.
  • Information Requests: Requests for access to Council documents, policies, or decisions. Use the Request Council Information page for these.
  • Feedback and General Enquiries: Comments, suggestions, or questions meant to raise awareness without expecting a formal response.
  • Internal or Regulatory Matters:
  • Staff grievances (managed internally)
  • Public interest disclosures (managed under the Public Interests Disclosures Policy)
  • Code of Conduct concerns (managed under the Code of Conduct)
  • Child safety reports (managed under the Child Safe Policy)

If you’re unsure whether your concern is a complaint, please contact us and we can guide you to the right process.

Make a complaint

Step 1.Choose one of the following methods

Use the Online Complaint Form

Social media messages are monitored but not considered formal complaints. You’ll be directed to use one of the above methods.

Step 2.Provide key information

To help us assess your complaint, please include:

  • What happened?
  • When and where it happened?
  • Who was involved (if known)?
  • Any supporting documents or evidence?
  • What outcome you’re seeking?

Step 3.What happens next

  1. You’ll receive an acknowledgement immediately.
  2. A Council officer will contact you within 10 business days.
  3. If delays occur, we’ll keep you updated.

Step 4.Review and resolution

  • Most complaints are resolved by frontline staff.
  • Complex matters may be escalated for internal review.
  • You’ll be informed of the outcome and reasons for the decision.

Step 5.Still not satisfied?

If you're unhappy with the outcome:

  • Request an internal review within 28 days.
  • If still unresolved, you may contact external bodies like the NSW Ombudsman.

Give a compliment

Complete the online form to tell us when something has gone well.

Your compliment helps us recognise great service and support ongoing improvement.

Whether a staff member went above and beyond, or a service made your day easier.

We’d love to hear about it.

Give a compliment to Council form

Where appropriate, we’ll share your compliment with the relevant staff member or team. It may also be used to support internal recognition or reporting.

Contact Us

Phone

02 6626 7000

Email

council@byron.nsw.gov.au

Report it to Council

Use the Report it form for non-urgent issue such as:

  • Problems with your bin or waste collection.
  • Potholes.
  • Abandoned vehicles. 

Report it to Council

Related Information

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