Complaints

All complaints received by Council will be received and acted upon quickly and appropriately.

Complaints are an expression of dissatisfaction with Council’s decisions, policies, procedures, employees, agents or the quality of the services it provides.  

The following will not be registered or treated as a complaint:

  • a request for information about Council services, policies or procedures
  • a request for service – action to be taken in relation to a service or product provided by Council (unless it is a second request, where there was no response to the first)
  • a report of damaged or faulty infrastructure, such as potholes, or of hazards, such as fallen branches
  • a suggestion – proposed service or product improvement
  • an enquiry – request for clarification or further information
  • a follow up – further request for service or information that has not been completed by Council but is still within the timeframe of the Key Performance Indicator (KPI) advised to the customer
  • a petition to Council about a particular matter
  • comments received during formal consultation or negotiation processes

Complaints that allege conduct that, if proven, would represent a serious breach of Council’s Code of Conduct are classified as Code of Conduct Complaints. These complaints may involve matters regarding Council's service provision, waste of resources, theft, fraud, corruption, maladministration, harassment or bullying.

Making a complaint

If you wish to make a complaint, you may lodge it in writing, over the phone, or in person.

In writing

Addressed to: The General Manager

Post to: Ku-ring-gai Council, Locked Bag 1006, Gordon, NSW, 2072 

Email: kmc@kmc.nsw.gov.au

By phone

Phone (02) 9424 0000, between 8.30am and 5pm weekdays

In person

Visit Council at 818 Pacific Highway, Gordon NSW 2072, between 8.30am and 5pm weekdays.

Include these details in your complaint

Your complaint should include your name, address and telephone number, as well as a detailed description of your complaint. Anonymous complaints will not be investigated. You may, however, opt for your name and personal details to remain confidential.

Additional information 

If you are not satisfied with the action taken as a result of your complaint, or your complaint is extremely serious, you can refer your complaint to the: