City of Fremantle staff

We realise that sometimes, despite our best efforts, you may not be happy with the way we have performed a service.  We encourage you to bring your concern to us directly so the matter can be resolved promptly.  A complaint may be received in person, over the phone or in writing including electronic communication.

A complaint is not to be confused with a suggestion, a request for service or a request for information.  For convenience, the following definitions are provided:

• Complaint – a statement of dissatisfaction by a customer regarding the unsatisfactory delivery of a product or service offered by council or the unsatisfactory conduct of council officers.
• Compliment – positive feedback about a product or service.
• Suggestion – suggested service or product improvement.
• Request for information – an enquiry or request for information about council services, facilities, policies or procedures.
• Request for service – request for action to be taken in relation to a service or product.

The following will not be classified as a complaint:

• Requests for service.
• Requests for information or explanations of policies or procedures.
• Allegations of unlawful activity or nuisance occurring on private land.
• Appeal or objection in accordance with standard procedure or policy (i.e. Local Government Act 1995 S9.1 – Decisions).

The City manages all complaints in line with established policies and procedures. Should a complaint be received at the City, the following action will be taken:

• All complainants will be treated with respect, courtesy and professionalism.
• If the complaint is received by phone or over the counter the officer concerned will take all the details from you at that time. If the matter cannot be resolved at that time, an investigation will be commenced and a written response informing you of the progress will be provided to you within 10 days working days.
• If the complaint is received in writing, we will acknowledge your correspondence and provide a written reply informing you of our progress within 10 working days.
• If you are not satisfied with the City’s decision, you may wish to contact the Ombudsman Western Australia. Various publications on how to make a complaint are available on the Ombudsman website.

At the City of Fremantle, our customers are our top priority.  We set and strive to maintain the highest standards of customer service that is authentic, is of real value and is of the highest possible quality. The purpose of our customer charter is to set out the City of Fremantle’s commitment to customer service excellence and outline the key actions required to meet your expectations and to continuously improve our customer experience.

Download the customer service charter

We make every effort to be inclusive and accountable for our organisations decisions and how they are made. We realise that sometimes, despite our best efforts, you may not be happy with the way we have performed a service.

How are complaints handled?

When receiving your feedback we will:

• acknowledge and address your feedback promptly
• consider all relevant information regarding your feedback and seek resolution
• communicate to you any decisions or actions taken regarding your feedback.

Resolving your complaint

If you are not satisfied with the way your complaint was handled or resolved, we will:

• escalate your concerns to a senior officer
• offer further mediation, when appropriate
• If you are still not satisfied with the City’s decision, you may wish to contact the Ombudsman Western Australia.
• Ombudsman Western Australia can be contacted at PO Box Z5386, St Georges Terrace, Perth WA 6831.