Customer Service & Complaints

Our Promise – Our Commitment

This is your City and we are committed to being a leading customer focused organisation. We are proud of our community and our people. The City welcomes customer service requests and feedback as a means of improving our service to you.

The City has is currently reviewing and developed a new Customer Service Charter and policy to support our customers and staff. For more information about this please contact the City of Albany Senior Team Leader Property, Leasing and Customer Service, Tanya Catherall on: 6820 3074

The easiest and fastest way to lodge a service request or feedback is to use our online Report It form. Alternatively, you can download our customer service request form below, or pick up a copy from our office at 102 North Road.

Customer Service Request

We value your feedback. It helps us review and improve what we do, in order to better meet community needs. We will also regularly seek your feedback at City of Albany community services with surveys, conversation, workshops/focus groups, social media and other ways to hear your views. If we don’t get it right, we will acknowledge our mistake, fix it where possible and take action to stop it happening again.

Customer Service Request Form

The City is committed to:

The provision of an accessible, responsive and accountable complaints management framework that promotes organisational learning and continuous improvement.

The following complaints management principles:

  • Complaints are resolved in a timely manner
  • Complaints can be lodged without fear of retribution
  • Complaints will be assessed in a fair, objective and professional manner
  • Ensure application of natural justice
  • Integrate complaints information into business improvement processes
  • The confidentially and privacy of complainants will be protected
  • The application of the following guiding principles detailed in the:
  • Australian Standards (AS ISO 1002-2018) – Guidelines for Complaint Management in organisations;
  • Western Australian Ombudsman Complaint Handling Guidelines; and
  • City of Albany Codes of Conduct. 

What is a complaint?

A complaint is an expression of dissatisfaction made to an organisation, related to its products, services or the handling of a complaint, where a response or resolution is explicitly or implicitly expected.

What is not considered a complaint?

  • General enquires
  • A request for service, documents, information or explanation of policies or procedures
  • A neighbourhood dispute
  • A petition
  • The lodging of a submission or objection in accordance with a statutory process, standard procedure or policy (which includes: A request for review of compliance or enforcement action).

How to lodge a service complaint

A service complaint can be lodged with the City by completing a ‘Customer Service Complaint Form’.

Customer Service Complaint Form

How to lodge a misconduct complaint

Minor misconduct in context

Minor misconduct, as defined in the Corruption, Crime and Misconduct Act 2003 (CCM Act) is actually not that minor.

To meet the definition, the misconduct should be so significant that it could reasonably lead to termination of a public officer’s employment if proved.

I think it might be minor misconduct?

You can report any reasonable suspicion of minor misconduct involving a public officer to the Public Sector Commission (PSC).

To assist you, the PSC has prepared fact sheets you might find useful, specifically:

Fact sheet 1

What is minor misconduct? This fact sheet has been prepared to assist people to understand, in practical terms, what behaviours and circumstances might constitute minor misconduct.

If you suspect the behaviour you have seen or experienced is minor misconduct you can report it to the PSC or the City's Public Interest Disclosure (PID) Officer.

Consider confidentiality

You can choose to tell us who you are, or remain anonymous when you report. The things you might like to consider include:

If you identify yourself

  • We will be able to ask you for more information if we need it
  • We can tell you what action we intend to take based on your report
  • We will know your identity and it will be recorded in our database

If the matter is referred to the public authority to investigate, we might have to provide your contact details to them to enable the matter to be investigated.

Remain anonymous

  • Our ability to assess your complaint may be limited
  • We will not be able to ask you for more information if we need it
  • We will not be able to tell you anything further about the report once it is made.

Other options

If your confidentiality is important, you might also like to consider lodging a public interest disclosure with the public authority concerned.

Public Interest Disclosure

The Corruption, Crime and Misconduct Act 2003 (CMM Act) defines a public authority and public officer. The City of Albany is a public authority and generally speaking, a public officer may be anyone using public resources to carry out a public function under a written law. Public Officers, include:

  • Elected Members (Mayor & Councillors)
  • Chairpersons and committee members
  • Employees
  • Contractors

The Manager Governance & Risk is the designated Public Interest Disclosure (PID) Officer for the City of Albany.

Public Interest Disclosure Procedures (PID) Policy and Procedure

Resources

Public Interest Disclosure Video

Making a Public Interest Disclosure Guide

A Guide for persons making a public interest discloser

Information for Principal Executive Officers

PID Officer Declaration Form

PID Officer & Principal Executive Officer Information Resource