Complaints or Feedback
Make a Complaint or Provide Feedback
We welcome your suggestions, feedback, or complaints.
Whilst we strive to do our best for the community, we understand that there will be times when we may not meet your expectations and we value your feedback.
What is a formal complaint?
Definition
A Customer Complaint is an expression of dissatisfaction lodged with City of Newcastle (CN) about CN, our services, our staff, or the handling of a Customer Complaint (other than those detailed in clause 3.4), communicated by a member of the public where a response or resolution is explicitly or implicitly expected or required.
It may be expressed in relation to:
- failure to achieve specified standards of service
- delay in responding
- standard or level of service provided by City of Newcastle or a City of Newcastle employee
- processes and procedures and/or
- extended or permanent withdrawal or reduction of service.
Alternate pathways
If your issue does not meet the criteria of a formal complaint, it will be treated as:
- a service request (eg missed bin collection or request for repair of a pothole) or
- feedback.
Related articles
- Submit a Compliment - share your positive experience with us.
Raise a request
Before you begin
- Review the definition of a formal complaint to ensure your report meets the criteria.
- This will assist you in determining if your report should be managed as a complaint, feedback or a service request.
- We recognise that in some instances, anonymous complaints may raise legitimate concerns or provide valuable information about our services or operations. Where sufficient information is provided to allow for assessment or investigation, anonymous correspondence will be treated as a Customer Complaint.
- When lodging your form, you will have the option to attach photos or other supporting documents.
- If you do not have an email address, please phone us on (02) 4974 2000 or provide the information in writing to:
- City of Newcastle
- PO Box 489
- Newcastle NSW 2300
Next steps & time frames
Your complaint will be reviewed against our Customer Complaints Handling Policy.
- If your submission meets the criteria of the policy, you will receive a formal acknowledgement within 3 working days.
- If your submission does not meet the criteria of the policy, you will be informed as soon as possible, including information on how we will handle your submission, such as a service request or feedback.
Customer complaints
- A thorough investigation will take place by the responsible Service Unit Manager.
- We will manage your complaint inline with our Customer Complaints Handling Policy and your response preference indicated on the complaints form.
- You will receive an outcome within 15 working days.
- If the investigating Service Unit needs more time, we'll inform you within the first 15 working days.
Feedback or service request
- Your feedback or service request will be directed to the relevant area for action or consideration.
- Your request will be managed according to our standard service procedures for your request type.
- Outcomes for service requests and feedback can vary due to the diverse services we offer and the complexities involved.
- Once your request is completed, you will receive a notification.
Helpful links
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