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Complaints & Feedback

Council complaints procedure

Council is committed and accountable to our local community for our decisions, actions and services. We welcome and value all feedback as it helps us continually improve our service delivery across the Region. Elected Members are also accountable to the local community for the way they behave in the conduct of their duties for Council.

Mornington Shire Council’s Complaints Management Process ensures the transparent, effective and timely resolution of all complaints, and is governed by the Local Government Act 2009 incorporating the Local Government Regulation 2012.

Steps in the process

  1. Council receives a complaint. The complainant will receive acknowledgement of the complaint either verbally or written (depending on the circumstances)
  2. The complaint will be designated to an appropriate Manager or Director to investigate.
  3. We may need to contact you to discuss your concerns or to gather more information. It’s important you provide us with accurate contact details when you lodge your complaint.
  4. Once a decision has been made based on the evidence from the investigation, the complainant will be notified (in writing) of the complaint outcome or of further works to be scheduled as a result of the complaint.

For more details about Mornington Shire Council’s Complaints Process, please see the Council’s Complaints Management Policy.

Lodging A Complaint

To make a complaint to the Council

  • In-person at Council’s headquarters or by calling (07) 4745 7811
  • In writing by letter or email addressed to the Chief Executive Officer:
    • 1 Mission RoadGununa QLD 4892
    • info@mornington.qld.gov.au
  • Complete the Complaint & Feedback Form (link to pdf) and return to Council
  • Complete the Complaint & Feedback Form online

If you have a complaint about a local government decision, service, staff member or the conduct of a Councillor you should refer to Council’s Complaints Management Policy. If you would like to lodge a complaint, please complete and return the Complaint & Feedback Form to the council offices.

Complaints against Councillors

Council have adopted a Councillor Code of Conduct, which outlines the standards of behaviour expected for Councillors of Mornington Shire.

The code also demonstrates Council’s commitment to performing all responsibilities under the Act in accordance with the local government principles:

  • transparent and effective processes, and decision-making in the public interest; and
  • sustainable development and management of assets and infrastructure, and delivery of effective services; and
  • democratic representation, social inclusion and meaningful community engagement; and
  • good governance of, and by, local government; and
  • ethical and legal behaviour of Councillors.

Follow the above link to view the Code of Conduct for Councillors.

Complaints about inappropriate conduct, material personal interest or conflicts of interests of Councillors may be made pursuant to the Local Government Act 2009.

Under section 150 of the Local Government Act 2009 Council are required to maintain a register for Councillor Conduct. You can find this in the Publications & Resources section of our website.
Complaints about Councillor conduct should be made directly to the Office of the Independent Assessor

  • In person: Level 13, 53 Albert Street, Brisbane City
  • Phone: 1300 620 722
  • Email: oiacomplaints@oia.qld.gov.au
  • Website: www.oia.qld.gov.au

Privacy Statement

Your personal information is protected by law and can only be released to someone elsewhere authorised by law or where you give your permission.

Council is collecting the personal Information requested in the Complaint & Feedback Form for the purpose of addressing your complaint. This collection of personal information is authorised by law under the Local Government Act 2009 (Qld). It is Council’s practice that the personal information contained in this document is disclosed to the Queensland Government as part of its regulatory requirements under the Local Government Act 2009 (Qld) and Local Government Regulation 2012 (Qld).