The City welcomes service complaints as a means of improving our service to you. To simplify the complaints process, the City has developed a Customer Service Commitment and Complaints Resolution.
- City Policy: Customer Service Commitment and Complaints Resolution (79KB)This document summarises our service commitment to customers and details how we address customer complaints. Approved by EMT on 1 July 2014, reviewed and approved by Executive Director Corporate Services on 6 October 2016.
The easiest way to lodge a complaint 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.
I think it might be minor misconduct?
From 1 July 2015 you can report any reasonable suspicion of minor misconduct involving a public officer to the Public Sector Commission (PSC). These powers come from the Corruption, Crime and Misconduct Act 2003.
It is important you consider what behaviours and circumstances constitute minor misconduct and whether the person/s involved is a public officer for the purposes of the legislation.
To assist you, the PSC has prepared fact sheets you might find useful, specifically:
There is a good chance that if the public officer/s involved could be the subject of a disciplinary investigation within the authority, then it might be 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.
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.
- 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.
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
The Manager Governance & Risk Management is the designated Public Interest Disclosure (PID) Officer for the City of Albany.
- City Policy: Public Interest Disclosure Procedures (PID) Policy and Procedure (516KB)The purpose of this procedure is to outline the actions that are to be taken by the City of Albany in relation to complaints about corrupt or improper conduct by a City of Albany elected member, employee or contractor in the exercise of their public functions, as required by the Public Interest Disclosures Act 2003.