Feedback and Complaints

Customer service staff serving member of public

We value your feedback and use it to improve our services. Understanding your experience helps us continue enhance what we do.

We haven't met your expectations? Let us know.

How to submit feedback or a complaint

We encourage all feedback and complaints to be submitted via our online form.

Complete the form or write to us

Online form

council@campbelltown.nsw.gov.au

Campbelltown City Council, PO Box 57, Campbelltown NSW 2560

You can provide anonymous feedback, but it may limit our ability to respond to any issues you raised. We treat all feedback with confidentiality.

How we handle your feedback and complaints

For General Feedback, we will:

Feedback received through consultations, public exhibitions and survey feedback will be processed as part of the project and in line with community engagement policy.
All other general feedback will be recorded in Council systems and forwarded to the relevant Service Coordinator.
Simple enquiries or feedback will be responded to within 10 business days.
More complex matters may require additional time. In these cases, we will acknowledge your correspondence within 10 business days and keep you informed of our progress.

For Compliments, we will:

Record the details of your compliment in Council systems.
Acknowledge your compliment within 10 business days.
Distribute the compliment.

For Complaints, we will:

Record the details of your complaint in Council systems.
Use a three-tier complaint-handling model as outlined below to distribute general complaint.
Assess and prioritise complaints in accordance with the urgency and/or seriousness of the issues raised.
Regularly monitor the feedback we receive and use this information to improve our services, program delivery, processes, performance and conduct of Council staff and Councillors.

Tier 1

Our staff aim to resolve complaints quickly and with minimal formality, using flexible approaches to improve accessibility.
We will acknowledge written complaints within 1-3 working days.
Simple or straightforward complaints will be addressed at first contact or referred to the appropriate staff member.
If not resolved at first contact, the matter will be escalated to a service coordinator, who will appoint an investigating officer.
Issues involving immediate safety or security risks will be escalated and addressed immediately.
The investigating officer will assess the complaint and aim to resolve it within 10 working days.
More complex complaints may require additional time — if so, we will notify you and provide progress updates.

Tier 2

An internal review ensures the correct process was followed, rather than reconsidering the original decision.
Requests must be submitted in writing via email, letter, or in person.
We will record and acknowledge your request within 10 working days.
A senior officer, independent of the original decision where possible, will coordinate the review and respond to you within 10 working days.
The review will be completed within 30 working days, with recommendations to maintain, amend, or rescind the decision, and propose any corrective actions.

For sensitive complaints, we will:

Record the complaint in Council systems and acknowledge receipt within 1-3 working days.
Provide a response within 10 working days.
Assign a Service Coordinator to manage and oversee the investigation (which may be delegated in part or full).
Ensure the investigation follows procedural fairness, including:
- Informing staff of any allegations
- Providing an opportunity to respond
- Allowing representation where applicable
- Reviewing relevant information and making reasonable enquiries
- Acting fairly, without bias, and without undue delay
Document findings and recommendations.
Review recommendations and determine appropriate action.

Sensitive complaints include:

Staff conduct
CEO conduct
Councilor conduct
Corrupt conduct
Child safety

Tier 3

Where a complaint continues to remain unresolved you will be provided with options for external review or avenues available should you wish to pursue the matter further.

The Public Officer, in consultation with the Executive General Manager, will provide such advice to the complainant in writing. Complaints, dependent on their nature, can be referred to the following external agencies for external review: NSW Ombudsman, Independent Commission Against Corruption (ICAC), the Office of Local Government, Anti-Discrimination NSW and the NSW Information and Privacy Commission.