If you are not satisfied with how the City of Perth has reasonably undertaken to provide a service, product or attempted to resolve an issue or you have serious concerns regarding the conduct of a City employee you are entitled to make a formal complaint.
We encourage you to read the key details below and document your concerns in writing using the complaints form, providing complete details so that the matter can be thoroughly investigated.
Please refer to our CP 2.16 'Complaints Management' Policy (“Policy”) for the principles governing how your complaint will be received and resolved by the City.
For parking infringement appeals, see the Parking Infringements page.
Complaints about Council Members, Committee Members or Candidates are subject to a separate Policy and statutory Regulations. To make a complaint about a Council Member, Committee Member, or Candidate, please refer here.
Rights and ResponsibilitiesWe are committed to your right to communicate with the City and make a complaint and will facilitate this to the best of our ability. The broader principles that govern how we will respond to your complaint are contained in the Policy.
No person shall be adversely affected by making a complaint. The personal details you provide will be kept private and confidential and used only for the purposes of contacting you about and processing your complaint.
It is expected that complaints are made in good faith. Unreasonable or vexatious complaints will not be actioned by the City in line with the Policy and the City’s procedures for Unreasonable or Vexatious Complaints and Unreasonable Customer Behaviour.
Anonymous ComplaintsIf you wish to make an anonymous complaint, it is recommended that you lodge a report to the Corruption and Crime Commission or consult the Public Sector Commission. Anonymous complaints will not normally be acted on by the City unless sufficient evidence is provided to demonstrate misconduct under the Corruption, Crime and Misconduct Act 2003 or other criminal conduct.
Other ways to make a complaint
Once your complaint is lodged
Frequently Asked Questions
What can I make a complaint about?
Apart from requests for service or general feedback, you can make a complaint about anything relating to:
- An employee of the City;
- A City recruitment or selection process;
- An Elected Member via a separate form.
- A service provided by the City;
What if I’m not happy with the result of my complaint?
This form can also be used if you’re dissatisfied with the handling of a previous complaint. Tick the box to indicate that the complaint refers to a past complaint, and in the “Details of Complaint” field include why you are not happy with the outcome of the previous complaint.
Can I remain anonymous?
Anonymous complaints are normally not actioned by the City unless they relate to allegations of misconduct of a City employee, and will only then be actioned if they contain sufficient evidence. If you wish to complain about the conduct of a City employee but wish to remain anonymous, we recommend that you lodge a report to the Corruption and Crime Commission or consult the Public Sector Commission.
How can I track the progress of my complaint?
We are currently working on an online portal to track the status of your complaint online. In the meantime, you can receive an update on the status of your complaint by contacting our Customer Experience Team.
Who can I speak to follow up on my complaint, make changes to a complaint or for further information?
You can speak to a member of our Customer Experience Team for any query regarding a lodged complaint.