Flow chart - Local council complaints

If something is not right, who do I complain to?

IBAC is responsible for exposing and preventing corrupt conduct in the public sector. It deals with serious corruption and misconduct in: State government departments and agencies, Victoria Police, members of parliament, judges and magistrates, and Council employees and councillors.

Visit: www.ibac.vic.gov.au

What can't we deal with?

IBAC does not handle complaints about:

  • issues from other States or Territories or Federal matters
  • matters in the private sector, unless it relates to a Victorian public sector employee
  • rudeness or poor customer service.

How to make a complaint

Complaints to IBAC can be made online through a secure online complaint form: www.ibac.vic.gov.au/report

Call: 1300 735 135

If you have a complaint about a local council

  • If you have a complaint about a council service, try to resolve it with the council first. The council will have a complaints process you can use to resolve issues. You can check details about your local council at www.knowyourcouncil.vic.gov.au

  • If your complaint doesn't involve a service issue or you haven't been able to resolve it with council, you can contact one of the following integrity agencies:

    Statutory breaches

    Local Government Inspectorate

    The Inspectorate accepts complaints about council operations and potential breaches of the Local Government Act, including:

    • misuse of position
    • conflict of interest
    • disclosure of confidential information
    • electoral offences.

    Visit: www.lgi.vic.gov.au

    Call: 1800 469 359

Maladministration

Victorian Ombudsman

The Ombudsman can take complaints about the actions and decisions of councils, including complaints about:

  • services
  • communication
  • complaint handling
  • compliance with policies, procedures or law
  • other actions or decisions which may be unreasonable

Visit: www.ombudsman.vic.gov.au

Call: (03) 9613 6222 or 1800 806 314 (regional callers only)

Corruption

IBAC

IBAC accepts complaints about suspected corruption and misconduct in the public sector and Victoria Police, including:

  • taking or offering bribes
  • using a position of influence dishonestly
  • committing fraud or theft
  • misusing information from the work place.

Visit: www.ibac.vic.gov.au

Call: 1300 735 135

Who are the Victorian integrity agencies, what do they do and what complaints can’t they deal with?

Local Government Inspectorate

The Inspectorate investigates matters related to council operations including criminal offences involving councillors, senior council officers or any person subject to the conflict of interest provisions of the Local Government Act 1989.

Visit: www.lgi.vic.gov.au

What can't we deal with?

The Inspectorate does not investigate complaints relating to councils’ decisions or democratic processes, unless there is a breach of the Act. It does not look at services issues such as bins not being collected, rate charges being too high or parking infringements.

How to make a complaint

Complaints to the Inspectorate can be made by mail, phone or secure online form: www.lgi.vic.gov.au/

Call: 1800 469 359

Victorian Ombudsman

The Ombudsman investigates the actions, decisions or conduct of public sector organisations and their staff. It also looks at whether a public sector organisation has acted in accordance with the Charter of Human Rights and Responsibilities Act 2006.

Visit: www.ombudsman.vic.gov.au

What can't we deal with?

The Ombudsman will generally not become involved in a complaint when:

  • you have not yet attempted to resolve it with the organisation directly
  • the matter may be decided by a court or tribunal
  • the complaint is more than 12 months old.

How to make a complaint

Complaints to the Ombudsman can be made online, by post, by phone or in person.

Visit: www.ombudsman.vic.gov.au/complaints

Call: (03) 9613 6222 or 1800 806 314 (regional callers only)

  • My local council: if something is not right, who do I complain to?

    Victoria's local councils provide vital community services. Local councils must always act in the best interest of the community.

    If you believe something is not right, there are options for reporting.

    If you have a complaint about a service, such as bins not being collected or parking infringements, contact your local council.

    If your complaint is about an action or decision of a council, contact the Victorian Ombudsman. The Ombudsman can deal with complaints about services, infringements, poor communication or consultation, or breaches of human rights.

    The Ombudsman will want to know that you have tried to resolve the issue with the council first, and they usually don’t get involved in complaints about matters that can be decided by a court or tribunal.

    If your complaint is about the way a council operates, or the actions of councillors or senior council staff, contact the Local Government Inspectorate.

    The Inspectorate takes complaints about council operations and potential breaches of the Local Government Act 2020, including councillors misusing their position, having conflicts of interest, or disclosing confidential information.

    If your complaint is about serious or systemic corruption, contact the Independent Broad-based Anti-corruption Commission, IBAC.

    IBAC takes complaints about suspected serious corruption across the entire public sector including local government for issues such as offering bribes, using a position of influence dishonestly, committing fraud or theft, or misusing information from the workplace.

    Victoria has legislation to protect people who report suspected misconduct and corruption in the public sector. This legislation keeps your identity confidential and protects you from reprisals, such as bullying and harassment. IBAC will determine if your complaint qualifies under the public interest disclosure legislation.

    For issues with local elections relating to the conduct of candidates, contact the Inspectorate. If you are concerned with the way an election is delivered, such as ballot packs, ballot papers or vote counts, or the actions of election officials, contact the Victorian Electoral Commission

    Don’t worry if you are unsure of which agency to contact. A 'no wrong door' policy means that whoever you contact, your complaint will end up at the right agency.

    To make a complaint directly to your local council, go to www.knowyourcouncil.vic.gov.au.

    Complaints to the Victorian Ombudsman can be made online at www.ombudsman.vic.gov.au/complaints or by calling 03 9613 6222 or 1800 806 314 for regional callers.

    Complaints to the Local Government Inspectorate can be made online at www.lgi.vic.gov.au or by calling 1800 469 359.

    Complaints to IBAC can be made online at www.ibac.vic.gov.au/report or by calling 1300 735 135.

    Complaints to the Victorian Electoral Commission can be made online at vec.vic.gov.au or by calling 131 832.