Shire of Mundaring is committed to providing quality services that reflect the needs of our customers. Our Customer Service Charter affirms our commitment to provide quality services and identifies the standards by which we measure our performance. This Charter provides our employees with clear standards to strive for in service excellence.

We value complaints and use information from them to help us improve our services. If something goes wrong or you are dissatisfied with our services, please tell us.

How do I complain?

You can complain in any of the following ways:

  • Call 9290 6666
  • Visit any of our customer service centres, libraries or leisure centres
  • Email shire@mundaring.wa.gov.au
  • Complete the online form below
  • Write to us at Chief Executive Officer, Shire of Mundaring, 7000 Great Eastern Highway, Mundaring WA 6073

When making a complaint, please tell us: 

  • Your full name, address, phone number and/or email address
  • What has gone wrong, in as much detail as possible
  • What you would like us to do about the matter.

Complaint Form

Customer complaint guide

Shire of Mundaring is committed to providing quality services that reflect the needs of our customers.

We value complaints and use information from them to help us improve our services.

If something goes wrong or you are dissatisfied with our services, please tell us.

This guide describes our complaints procedure. It also tells you about our service standards and what you can expect from us.

What is a complaint?

We regard a complaint as any expression of dissatisfaction or concern about our action, our lack of action, the standard of service provided by us or on our behalf, the performance, behaviour and conduct of our employees, or our complaints handling process itself.

What can I complain about?

You can complain about things such as:

  • Delays in responding to your inquiries or requests
  • Our failure to provide a service or information
  • Our standard of service
  • Competence or conduct of our employees
  • Errors of judgement or misinterpretation of information
  • Decisions considered unfair, unreasonable, or lacking in merit
  • Our failure to follow the proper procedure
  • Poor administrative processes etc.

Your complaint may involve more than one Shire service or be about someone working on our behalf.

Who can complain?

Any member of the public can make a complaint to us, including the representative of someone who is dissatisfied with our service.

What happens once I have lodged a complaint?

If the complaint can be resolved immediately and we receive a clear indication that you are satisfied and do not wish to take the matter any further, the complaint will be closed.

If we can’t resolve your complaint immediately, we will:

  • Acknowledge receipt of your complaint within three working days
  • Where appropriate, discuss your complaint with you and keep you informed of progress along the way
  • Aim to give a full response to your complaint in 20 working days or less.

If our investigation of your complaint takes longer than 20 working days, we will tell you. We will agree on a revised timeline with you and keep you updated on progress. 

What if I’m still dissatisfied?

If, after we have fully investigated your complaint, you are dissatisfied with our decision or the way we dealt with your complaint, you can ask the Ombudsman of Western Australia to further investigate.

You can contact the Ombudsman by any of these means:

  • In-person at Level 2, Albert Facey House, 469 Wellington Street, Perth WA 
  • Call 9220 7555
  • Freecall (outside the metropolitan area): 1800 117 000
  • Email mail@ombudsman.wa.gov.au
  • Internet www.ombudsman.wa.gov.au
  • Mail to: PO Box Z5386, St Georges Terrace, Perth WA 6831

Getting help to make your complaint

We understand that you may be unable or reluctant to make a complaint yourself. We accept complaints from the representative of a person who is dissatisfied with our service. We can take complaints from a friend, a relative, or an advocate, as long as you have given them your written consent to complain on your behalf.

Equal opportunity

Shire of Mundaring is committed to ensuring that no one is discriminated against on grounds of age, disability, gender, pregnancy and maternity, race, religion or belief, sexual orientation, or for any other reason. If you think you have been treated less favourably, please make this clear in your complaint.

We are committed to making our service easy to use for all members of the community. In line with our statutory duties, we will always ensure that reasonable adjustments are made to help customers access and use our services.

If you have trouble putting your complaint in writing or want this information in another language or format, such as large font or braille, contact our Access Advisor on (08) 9290 6718.