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Customer Service Charter and Dispute Resolution Guidelines

At the City of Greater Dandenong, our customers are our number one priority. We are committed to providing excellent customer service and continually improving the services we provide to our diverse community. Through our customer service charter, we have put a range of measures in place to achieve this.

Customer Service Charter - 14.4KB

Complaints Policy

This Complaints Policy outlines Greater Dandenong City Council’s approach to providing a fair, transparent, and consistent process for managing complaints about a service, action, decision, or policy made by Council, Council staff and Council contractors. 

Read Complaints Policy

Dispute Resolution Guidelines

If you are unable to resolve a problem, feel we have not met a service quality guarantee, or are unhappy about any other council decision or action, you can follow our complaints resolution process to have it resolved.

We welcome your feedback on Council’s services at anytime. If you have a concern about the way we have provided a service, let us know so we can review the matter. While we aim to get it right the first time, we understand that things can sometimes go wrong. Your feedback helps us improve our services to the community.

A dispute or complaint is defined as Council failing to respond to a request for service. We have a simple four step Dispute Resolution Process in place to ensure you have an opportunity to have your issue investigated.

Complaints Resolution Guidelines and Four Step Dispute Resolution Process - 4MB

Please note: this process relates to services provided by Council and does not cover decisions made by Council at formal Council meetings. If you have a complaint in respect of a Councillor, please direct your concern to the Mayor. The Mayor will handle your complaint in accordance with the Code of Conduct – Councillors. 

Complaints Process

Local residents who have a complaint about a council service, are encouraged to download this complaints flow chart as a guide through the process.

Local Council Complaints Flow Chart 

Complaining to the Victorian Ombudsman

The Victorian Ombudsman is available to investigate complaints made about decisions, actions or inaction by the following bodies:

  • a state government department
  • a statutory authority
  • a local council
  • a private agency that carries out statutory responsibilities of government

For further information and to watch short videos in English, Chinese (Simplified), Vietnamese, Somali, Burmese, Karen or Auslan visit the Victorian Ombudsman website.

For more information telephone 9613 6222 or email