If I have a compliment, complaint or question, what do I do?
We value feedback from our residents and visitors. Compliments or complaints can be submitted via the following:
- Phone us on 1300 WRC QLD (1300 972 753)
- Email us at info@wrc.qld.gov.au or alternatively fill in the online survey below
- Write to us at PO Box 104, Proserpine QLD 4800, Attention the Chief Executive Officer
- In person at any of our Customer Service Centres in Cannonvale, Bowen, Collinsville & Proserpine
Customer Feedback Form
What happens next?
When submitting general complaints or seeking feedback, you should try to include as much detail as possible and advise whether this is a new or previously reported issue.
Once your complaint or feedback has been received, the matter will be directed to the appropriate department. We will do our best to resolve your complaint within 14 days. However, depending on the nature and complexity of your complaint, we could take up to one month to resolve your complaint.
If your complaint or feedback relates to a specific service provided, or works being undertaken, you should be aware that by lodging a complaint, the matter will not be automatically suspended or delayed.
What is a service request?
A service request is any request for Council to take action on a matter, for example:
- Animal management concerns (i.e. barking dogs)
- Vegetation control
- Potholes in the road
- Collection of waste / missed services
- Water and sewerage issues
- Requesting information
If you feel that council has failed to act within designated service timeframe or are unsatisfied, you may wish to log a service complaint.
What is a service complaint?
When a service request is not addressed within the adequate time frame or has been inadequately resolved, a service complaint may be lodged.
A service complaint is an objection to the quality or timeframe of council’s service. This allows council departments to review the task undertaken and respond to customers in writing on the outcome of the review.
A complaint should not be confused with a service request, notification, enquiry or feedback. Council also receives requests for service and feedback across all areas of operations and clarification may be necessary to make the distinction for the purposes of lodging a complaint.
A person may state that they are making a ‘complaint’, though their issue may be a request for service, a request for information or feedback.
If a ‘service request’ is received as a ‘complaint’, it will be actioned by the department and an estimated timeframe advised. A service complaint can only be actioned, once the allocated service timeframe has expired.
Lodging a complaint for council’s consideration does not preclude the issue being investigated by another department or agency, such as the Queensland Ombudsman.
Personal information
Your personal information will be used by authorised Council officers to assist in the management of complaint resolution. The information will not be given to any other person or agency unless required by law or unless permission is sought from the person declared within this request. All Personal information will be handled in accordance with the Information Privacy Act 2009.
What if I do not want to provide any personal information?
We accept anonymous complaint submissions through our Online Form, however, it should be acknowledged that we are not able to respond to anonymous complainants or advise them of the outcome of their complaint. All information provided to us in relation to a complaint is used only for the purpose of resolving your concerns or questions and is handled in accordance with the Information Privacy Act 2009.
What if I am not happy with the outcome?
If you are unhappy with a decision or action, and have tried to resolve the matter with the appropriate department without satisfaction, you may request a review be conducted through an Administrative Action Complaint Review.
What if I have a complaint about the conduct of a Councillor?
Councillors are required to adhere to the Code of Conduct for Councillors in Queensland.
If you are unhappy with the conduct of a Whitsunday Regional Council Councillor, please submit your complaint in writing to the Chief Executive Officer or the Office of the Independent Assessor.
If, after assessing your complaint, it is determined that your complaint is:
Inappropriate Conduct: The matter will be referred to the Mayor to consider the appropriate action, which could result in a written reprimand. If it is a repeat of inappropriate conduct, the matter will be referred to the Department of Local Governments as misconduct.
Misconduct: If the OIA assesses a complaint as suspected misconduct, the OIA will undertake an investigation into the complaint and both the complainant and the subject officer will be advised. During an investigation the complainant will receive an update every three months on the progress, unless the investigation is finalised earlier. At the end of the investigation, if the Independent Assessor reasonably suspects misconduct, the OIA will make an application for the matter to be heard by the Councillor Conduct Tribunal.
The complainant and councillor will be advised by the OIA if the complaint is referred to the Councillor Conduct Tribunal and will receive a decision notice from the tribunal at the conclusion of this process. The OIA can be contacted on 1300 620 722.
Corrupt Conduct: The matter will be referred to the Crime and Corruption Commission (CCC) for review and, if required, investigation. Find out further information on the Crime and Corruption Commission’s website or phone 1800 061 611.
Another matter: The complaint will be dealt with in the appropriate manner.