What is a complaint?
A complaint is any expression of dissatisfaction with Council services, including:
- Delays or failure to meet service standards
- Staff behaviour or attitude
- Council decisions or policies
- Withdrawal or reduction of services
Not a complaint: Requests for service, information, or objections submitted through standard procedures (e.g. development application objections).
Information
Complaints at Inner West Council
Anyone – residents, visitors, service partners, or third-party representatives. Complaints can be made anonymously or with full contact details (preferred for follow-up).
We follow a three-tiered approach:
- Tier 1: Frontline Resolution Handled by relevant staff or managers. Most complaints are resolved here.
- Tier 2: Internal Review If unresolved, complaints may be referred to the Internal Ombudsman Shared Service (IOSS).
- Tier 3: External Review Further review can be sought from agencies like the NSW Ombudsman or ICAC.
We will:
- Treat you with respect
- Keep your information private
- Respond fairly and promptly
- Provide updates and reasons for decisions
- Offer options for review if you're not satisfied
You can contact us via:
- Feedback and complaints page
- council@innerwest.nsw.gov.au
- Phone: (02) 9392 5000
- In person at one of our Customer Service Centres in Ashfield, Leichhardt, or Petersham.
- Through NRS (National Relay Service) or TIS (Telephone Interpreter Service) for accessibility support.
Page last updated: 26 Feb 2026
