What is a Complaint?

Council welcomes your feedback. If your feedback is in the form of a complaint, you can be assured it will be handled in a fair, prompt, consistent and confidential manner.

Report an issue/request for service

If you are advising us of a problem or issue such as a pothole, water supply issue, missed bin collection, etc., you are encouraged to use the Contact Us online form or email Council at city@mountisa.qld.gov.au. You may also call our 24-hour number: (07) 4747 3200 to lodge your request.

If you have tried to resolve the matter with the relevant branch and are dissatisfied with the outcome, you may consider lodging a formal complaint under the Administrative Action Complaints Policy(PDF, 282KB).

Complaint Types

 There are a number of complaint categories to consider:

  •  Administrative Action Complaint – Complaint of dissatisfaction by an affected person about an act, failure to act, or decision of Council. It is not a customer request for service, or request for information, or an inquiry seeking clarification of an issue. Also includes alleged breach of privacy and human rights complaints. This complaint is dealt with under the Administrative Action Complaints Policy(PDF, 282KB). 
  • Information Privacy Complaint – Complaint that Council has not dealt with the personal information of an individual in accordance with the Information Privacy Act 2009. This complaint is dealt with under the Information Privacy Complaint Policy(PDF, 267KB).
  • Human Rights Complaint – Where you consider Council has not fulfilled its obligations in upholding your human rights. This complaint is dealt with under the Administrative Action Complaint process.
  • Complaint about Councillors – These should be referred to the Office of the Independent Assessor.
  • Complaints about Chief Executive Officer – This complaint is dealt with under the Complaints about a Public Official Policy(PDF, 281KB).
Will my identity remain confidential when I lodge a complaint?

Yes. Council must comply with the Information Privacy Act 2009 (IP Act) when dealing with personal information. Under the IP Act, personal information of a complainant, including name and address, will not be given to any other person without your consent or unless we are required to by law.

Council will use personal information collected for the purpose of investigating your complaint and to remain in contact with you. Your personal information is handled in accordance with Council's Privacy Statement and the IP Act.

Anonymous complaints

Council is committed to treating all complaints with appropriate respect for the confidentiality and privacy of the parties involved, including anonymous complaints received. However, it is important to note that unless there are sufficient details included in the complaint, it may be difficult for Council to fully investigate the matter, request further information, or provide feedback to the complainant.

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