Lodge a complaint or feedback

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Share your feedback

We're committed to improving customer service and value your input. Whether you have general suggestions, compliments, or concerns, we invite you to share your thoughts with us.

General Feedback
Requests for Service
Compliments
Complaints
Noise Complaints
Report Damage

General Feedback

The City encourages community feedback, as it aids us in shaping future service and product enhancements to better meet local needs. We consider the following to be forms of general feedback:

  • Suggestions for improvements to a service or product
  • Useful information regarding a service or product
  • Letters, emails, or certificates expressing appreciation

Requests for Service

A request for service is when a resident asks the City to take action regarding a service or product it is responsible for. Here are some examples:

  • Pruning street trees
  • Requesting an additional waste bin
  • Repairing a pothole in the road
  • Enquiring about City services, products, facilities, policies, or processes.

Compliments

The City is committed to delivering exceptional customer service and values your feedback. If you’ve had a positive experience, we invite you to share your compliments with us.

When we receive compliments, we log them into our system, and management ensures the staff or team involved is recognised for their dedication to serving you. Your feedback helps us maintain our high standards of service.

Complaints

A complaint is defined as an expression of dissatisfaction regarding the quality of service, products, actions, or lack of action by the City or its contractors.

What is not considered a complaint:

  • Requests for service: A request for the City to take action regarding a service or product it is responsible for delivering.
  • Situations outside of the City’s jurisdiction: For example, matters involving WA Police, such as anti-social behaviour or hooning.
  • Disagreements or complaints about neighbours: This includes issues related to dividing fences, noise, etc.
  • Situations with alternative options: Such as appeals through the State Administrative Tribunal or the parking appeal process.
  • Requests for information: An enquiry about a service, product, policy, process, or facility.

While the City aims to consistently deliver high-quality services, we recognise that there may be occasions when we don’t meet the expectations of all residents. Our service standards are outlined in the City's Customer Service Charter and Codes of Conduct.

We view complaints as a valuable resource and encourage constructive feedback. By analysing complaints, we can monitor the quality of our services, identify recurring issues or trends, and implement improvements to enhance the customer experience in our community.

Noise Complaints

Noise in residential areas can originate from a variety of sources, and those responsible—whether individuals or businesses—are often unaware of the effect it has on their neighbours.
Read more

Report Damage

To report damage or maintenance needs for a City asset or area, please complete the form via the link below to receive a response and prompt action.
Report Damage Online

How to provide feedback, requests for services, compliments or complaints

Send your feedback now

 

Alternative methods include:

  • Phone: Call us on (08) 9257 9999
  • In-person: Visit the City’s Administration Building, 2 Railway Road, Kalamunda
  • Post: Write to the Coordinator Customer Relations at City of Kalamunda, PO Box 42, Kalamunda WA 6926
  • Email: enquiries@kalamunda.wa.gov.au

Complaint Handling  

All complaints are managed in accordance with the City’s Complaint Handling procedure, which follows best practice principles outlined by the Ombudsman WA and Australian Standards.

Acknowledgment of Receipt:

If your complaint is not addressed immediately at the first point of contact (for example, when submitted online), the City will acknowledge receipt within seven business days.

Investigation of Your Complaint:

  • All complaints are investigated objectively
  • Your complaint will be recorded and assigned to the most suitable officer for investigation.
  • You may be contacted for additional information if necessary.

Complaint Resolution:

We are committed to responding to your complaint in a timely manner. You can expect a response within 14 business days. If a more detailed investigation is required, we will keep you updated and provide an estimated timeframe for when the review is expected to be completed.

Complaint structure and appeal

The City follows a four tier approach to complaint handling: 

  • Tier 1: Frontline teams conduct an internal review of complaints. All staff are empowered to address complaints and escalate them to a supervisor if needed. If a customer is dissatisfied with the review, the complaint may be escalated to Tier 2 or higher.
  • Tier 2: The Coordinator Customer Relations oversees the internal review and provides recommendations to the Manager Customer & PR. The complainant is advised of the outcome.
  • Tier 3: The Director or Chief Executive Officer oversees the internal review. The complainant is advised of the outcome.  
  • Tier 4: You have the option to seek an independent external review (see below).

Important note: While the City takes complaints seriously, in some rare cases, a complaint or conduct may be deemed: 

  • trivial in nature
  • irrelevant
  • vexatious
  • false or misleading
  • repetitive in nature – where the City may have suitably responded to, or dealt with, the same or similar matter on a previous occasion. 

In these instances, the City may decide that addressing the complaint further would require disproportionate time and resources, negatively impacting operations and services to other residents. The Chief Executive Officer or delegate may then choose not to continue reviewing the complaint. If this occurs, the complainant may still seek an external review.

Independent external complaint review

Important note: Should you request a complaint to be reviewed by one of the above external agencies, the City may be requested to provide information, including your personal information and previous correspondence, so that the review may be undertaken effectively.  

Alternate methods to lodge a complaint

When making a complaint via other sources, it is expected that all reasonable efforts have been made to resolve the matter with the City beforehand. 

© City of Kalamunda 2024