If you have a concern or complaint about a local government decision or service you should contact your local government to resolve it directly in the first instance.
Approaching your local government
In the first instance you should contact your local government's customer service area, call centre or inquiry counter which may be able to quickly address your concern.
If this does not resolve the matter, you can write to the local government and make an official complaint.
Alternatively, you could lobby your local councillor to have the local government address the issue.
Complaint processes
All local governments must have a complaints management process, including written policies and procedures for how they manage and respond to complaints. This process must be publicly available through the local government office and website.
Refer to your individual local government for a copy of its complaints management process and to find out more about how to make a complaint.
Review of local government response
Always refer any complaint to your local government to investigate. If you are not satisfied with the local government's response to your complaint, a review body may be able to help.
Ombudsman
The Office of the Queensland Ombudsman will impartially investigate complaints against local governments. It considers the administrative action of the local government and determines whether the action was taken in a lawful and reasonable manner. The Ombudsman provides a free and independent service, and may make recommendations back to local governments.
Anti-Discrimination Commission (Queensland)
The commission's role is to ensure the basic right of all people to fair treatment no matter what their circumstances or background. Decisions made by local governments may not use gender, marital status, pregnancy, parental status, breastfeeding, age, race, impairment, religion, political beliefs, trade union activity or lawful sexual activity as the basis for disadvantaging you or treating you differently from the rest of the community.
The court system
There are a range of courts that could be approached for a review of your case. For example, under the Judicial Review Act 1991, you may apply to the Supreme Court to have an administrative decision or action of your council examined. You must obtain a statement of reasons for the action or decision from the local government before applying for a judicial review.
The minister's role
The minister responsible for local government may take action only if the local government has acted unlawfully or corruptly, or if it cannot properly exercise its jurisdiction. The minister does not review individual decisions of local governments on behalf of complainants.