Customer complaints

The City has a complaint resolution process based on best practice principles in complaint management.

The City’s Customer Relations Advocate oversees the City’s complaint process ensuring your concerns are handled in accordance with the City’s protocols and standards; this includes registration in our systems, follow up by the appropriate officer and area and an outcome provided to you.

When lodging a complaint, you can expect a response within seven days. However, if the matter cannot be resolved within seven days, the City will provide you an interim response with the name and contact details of the officer and area who is dealing with the matter. You will be kept informed of your complaint progress.

Please be assured that all information provided by you is treated with the utmost confidentiality.

If you would like to provide feedback about the service you have received, or a decision made by the City, you can contact the City below:

Online

Customer service feedback

Other options

  • Complete a Customer Feedback Form at any of the City’s customer service centres, leisure centres or libraries
  • Contact the Customer Relations Advocate
  • Write to the Customer Relations Advocate at:
    City of Joondalup
    PO Box 21
    Joondalup WA 6919
  • or email the City.