Make an Enquiry or Complaint
We want it to be easy for you to contact the City of Albany when something isn’t right, when you need help, or when you want to give feedback. This page tells you where to go, what to do, and what will happen next.
What would you like to do?
Report an issue or make an enquiry
Use this option for everyday service requests or questions, such as:
- Road, footpath or stormwater issues
- Rubbish, recycling or verge collections
- Signage problems
- Parks, buildings or facilities maintenance
- General enquiries about City services
Make a complaint
We aim to provide high‑quality services to our community. If something hasn’t gone right, or you have a concern, we want to hear from you.
Before lodging a complaint, use this page to choose the right option and ensure it is directed to the right place.
Types of Complaints
Service complaints
Use this for issues about City services, including:
- Delays or poor communication
- A request that hasn’t been actioned
- Concerns about how a service was delivered
How to submit
Behavioural breach complaints (Council Members)
Use this if your concern is about the behaviour of a councillor, committee member or candidate, for example:
- Behaviour at meetings
- Treatment of others
- Conduct covered by the Code of Conduct
How to submit
Conduct breach or specified breach complaints (Council Members)
Use this for more serious breaches by councillors, such as:
- Misuse of position or information
- Conflicts of interest
- Failure to comply with legal obligations
How to submit
Important
All conduct and specified breach complaints are now made to the Inspector first. The Inspector decides how the complaint is handled. These matters may be:
- Investigated by the Inspector
- Referred to an independent adjudicator
- Referred to the State Administrative Tribunal (SAT)
More information
Public Interest Disclosure (Whistleblowing)
Use this to report serious wrongdoing within the City, where legal protections may apply, for example:
- Misuse of public resources
- Improper conduct
- Serious mismanagement
How to report
- Contact the City’s Public Interest Disclosure (PID) Officer
Manager Governance & Risk: (08) 6820 3075
Important
- Not all complaints are Public Interest Disclosures
- Specific legal requirements apply
More Information
Misconduct or corruption (involving public officers)
Use this for serious misconduct or corruption, including:
- Fraud or bribery
- Abuse of position
- Serious conflicts of interest
How to report
Reportable Conduct Scheme (child safety)
Use this for concerns about child safety in City services or facilities, including:
- Abuse or neglect
- Sexual misconduct
- Serious inappropriate behaviour involving a child
How to report
- Report concerns to the City of Albany (CEO)
- Phone: (08) 6820 3075
- Email: [email protected]
Important
- The City will assess the report and notify the Ombudsman WA
- This process applies to City staff, contractors and volunteers only
Have a child safety concern to report, but it’s not about the City of Albany?
If your child safety concern does not involve the City of Albany or its staff, use the links below to find the appropriate organisation to report to:
- WA Police: for urgent safety concerns call 000
Privacy Complaints (personal information)
Use this if your concern is about how the City of Albany has handled your personal information, for example:
- Personal information shared without permission
- Information collected or used in the wrong way
- Concerns about access, storage or security of your information
How to submit
More Information
The City of Albany manages information in line with the:
What happens next
- The City of Albany will review your concern and respond
- You can request access to or correction of your personal information
If you are not satisfied with the outcome of your Privacy Complaint contact:
Important
- Not all concerns are privacy complaints — some may be service complaints
- The City of Albany only collects and uses information needed to:
- Deliver services
- Respond to enquiries
- Meet legal obligations
What happens after you contact the City of Albany?
When you submit an enquiry or complaint, we will:
- Acknowledge your request
- Assess it fairly and objectively
- Keep your information confidential
- Respond within reasonable timeframes
- Let you know the outcome or next steps
If we get it wrong, we will acknowledge the issue, fix it where possible, and use the feedback to improve our services.
Our commitment to you
The City of Albany’s customer service standards and complaint handling processes are set out in our Customer Service Charter and our Customer Service Commitment and Complaints Resolution Policy and Procedure. These documents explain what you can expect from us and how enquiries and complaints are managed.
Our complaints management follows:
Accessibility & Contact Options
If you’re unable to submit your request online or are unsure which category your issue falls under, please contact us using one of the options below:
Phone: (08) 6820 3000
In person: 102 North Road, Yakamia WA 6330
Email: [email protected]
To help us respond efficiently, please include:
- Your contact details
- The location of the reported issue
Please note: Requests submitted without sufficient information may not be able to be actioned.