Provide Feedback
Brimbank City Council welcomes your feedback as it provides us with opportunities to address your concerns, learn where we are doing well and where we can enhance our services.
Brimbank City Council - Privacy Statement
Protecting your privacy and personal information is an important responsibility of Council. Council supports and endorses the Information Privacy Act 2000 (Vic) Council's Information Privacy Policy. Any personal information provided to Council through the use of feedback, application forms or service requests will only be used for these purposes.
Anonymous Feedback / Complaints / Requests
Whilst anonymous feedback, complaints or requests will not be rejected, Council will not be able to investigate effectively unless contact details are supplied should more information be required.
What is a Complaint?
Council defines a complaint as:
- Breach of legislation (e.g. Privacy Act)
- Unprofessional behaviour
- Poor advice or response to an enquiry
- Unsatisfactory service
- Misuse of information
Privacy Complaints and Lodgement
How do I make a complaint if I think my privacy has been interfered with?
If you think the privacy of your personal or health information has been interfered with, within Council or by a member of Council staff, and would like to make a complaint, please:
- Forward details of your complaint, in writing, to the Privacy Officer, PO Box 70, Sunshine Vic 3020
- Forward details of your complaint by email to: privacy@brimbank.vic.gov.au
- Complete the Online Complaints Form or
- Telephone the Privacy officer on (03) 9249 4000.
Privacy Complaints in Other Languages
Visit the Office of the Federal Privacy Commissioner for privacy information in languages such as Arabic, Chinese, Greek, Italian, Korean, Russian, Serbian, Spanish, Thai, Turkish and Vietnamese.
How do I lodge other complaints?
Complaints can be made in the following ways:
- By letter to the Customer Service Enhancement Officer, Brimbank City Council, PO Box 70, Sunshine Vic 3020
- By email to info@brimbank.vic.gov.au
- By completion of the Online Complaints Form
- By completion of Council's Customer Feedback Card - available at any Brimbank Customer Service Centre
Do you need assistance?
If difficulty is experienced in writing a complaint, please come to a Customer Service Centre where assistance will be provided in completing a Customer Feedback Card.
What happens to my complaint?
Your complaint will be registered and then forwarded to the appropriate manager for resolution. An acknowledgement will be forwarded to you within 7 working days. Every effort will be made to determine a resolution or response within 30 days. If this is not possible, you will be contacted to update you on the progress of your complaint.
Do you want to know what is happening with your complaint?
- Call the Manager that has been designated to deal with your complaint to check on the progress of your complaint
- We will explain what has happened and what will happen next
- We will give you an indication of how long the process should take and
- If you cannot contact the designated Manager or designated Officer, contact Council's Customer Service Enhancement Officer who will obtain an update for you.
Privacy of your information
Your complaint information will be used to investigate and resolve the issue. This may involve sharing the information with other Council Departments or Officers, if considered necessary.
Council may disclose personal information to external investigators, acting upon Council's behalf, if considered appropriate. You will be notified if this is to happen. Personal information will be handled according to relevant privacy and other legislation.
If you require your personal information to be kept confidential - particularly from the investigating officer/manager - please include this request on your complaint.
What do I do if I want another organisation other than Council to handle my complaint?
If you do not want to complain directly to Council, or you feel that Council has not addressed a previous complaint adequately, you may complain directly to the Victorian Ombudsman:
Ombudsman Victoria
Level 9, 459 Collins Street (North Tower)
Melbourne Vic 3000
Phone: 03 9613 6222
Free Phone: 1800 806 314
Fax: 03 9614 0246
Email: ombudvic@ombudsman.vic.gov.au
Website: www.ombudsman.vic.gov.au
Further Information
For more information please call 9249 4000 or email info@brimbank.vic.gov.au