Compliments and complaints

How to make a formal complaint?

A formal complaint is required in writing in order to go through the Town's formal process.

You can submit a formal complaint in the following ways:

• Online by completing the online form below.
• Write us a letter and post it to Locked Bag 437, Victoria Park, Western Australia 6100.
• Email your complaint to admin@vicpark.wa.gov.au
• Complete the feedback tear off page on the Customer Service Charter brochure at our reception areas. 

What do you need to lodge a formal complaint?

The following information should be supplied in order to effectively process the complaint:

• Name and address.
• Contact details.
• Description concerning the feedback.
• Evidence to support the issues raised.
• Dates, times and location of key events.
• Photos if relevant.
• A statement of what the customer hopes to achieve by providing feedback.

What can I expect?

Receive confirmation of the complaint from the Towns officer who is investigation.

Completion of a thorough investigation into the matter(s) raised.

A written response to the complaint.

What are the timeframes?

In line with our Customer Service Charter standards, written correspondence has a response timeframe of 7 working days (or where otherwise advised) from the Town’s officer acknowledgement. 

Can I make an anonymous formal complaint?

We will investigate anonymous complaints to the best of our ability but may have limitations in providing a resolution, so we ask that you please leave your contact details.

What if I am not satisfied with the outcome or process followed?

There will be the opportunity to write and request a review of the outcome. This needs to be completed within 21 days of our written response. Your request should outline all the grounds for your review.