Complaints Management

Gympie Regional Council is committed to the provision of excellent customer service. We encourage customer feedback both positive and negative, as this provides us an opportunity to learn and improve service delivery.

Request for Service

Any initial concerns or issues you experience, should be managed in the first instance by lodging a customer service request. These requests can include such matters as:

  • Animal management (such as barking or straying dogs)
  • Abandoned vehicles.
  • Damaged wheelie bins
  • Leaking water pipes
  • Overgrown allotments
  • Road maintenance issues (such as potholes, road grading etc)

To submit a request for service contact Council via:

  • Email:         council@gympie.qld.gov.au
  • Phone:       1300 307 800
  • In Person:  2 Caledonian Hill, Gympie 4570
  • Post:           Chief Executive Officer

                        PO Box 155, Gympie Qld 4570

If you have tried to resolve the matter with the relevant department and are dissatisfied with the outcome, you may consider lodging a formal complaint.

Complaints

Under Council’s commitment to follow section 264 of the Public Sector Act 2022 and Australian Standard 10002:22, we endeavour to ensure our complaint framework provides complainants with a response that is customer focused; timely, fair and clearly communicated. As we hold ourselves accountable for customer dissatisfaction, we view complaints as an opportunity to improve our services.

Compliant categories

  • Administrative Action Complaint (link to information below) – If you are unhappy with a decision or action of council and have already discussed this matter with the relevant council department, you can make an administrative action complaint.
  • Public interest disclosure (link to information below) – a disclosure about wrongdoing in the public sector.
  • Privacy complaint (link to information below) – complaint that Council has not dealt with an individual’s personal information in accordance with the Information Privacy Act 2009.
  • Competitive neutrality complaint (link to information below) - where Council has failed to conduct a business activity in accordance with competitive neutrality principle.
  • Complaint about CEO or Councillors – should be referred to the Office of Independent Assessor. Information on how to make this complaint can be found at Home | Office of the Independent Assessor (oia.qld.gov.au)

Tips on lodging your complaint

  • Be clear and concise on how you want the issue resolved and what action you believe council should take.
  • Stick to the facts. Provide only the details council need to understand and resolve your issue. Please do not include assumptions or innuendo.
  • Keeping in mind that Council must act in the interest of the general community and local government area as a whole, we ask that you ensure your request is reasonable and realistic.
  • Council understands that these matters can be stressful and frustrating, however we request that you please be respectful of staff who are trying to address your complaint. Unacceptable behaviour will not be tolerated. 

Complaints outside of Council’s jurisdiction

Any complaints regarding the below issues are not dealt with by Gympie Regional Council and should be referred to the relevant body for review:

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