Feedback and Complaints
At this webpage, you can provide general feedback, a compliment or complaint, about Council services, projects and staff.
You can also learn about Council’s complaints handling process.
Provide feedback, a compliment or a complaint
The City of Parramatta welcomes and encourages your feedback.
We will read your comments carefully and use the information provided to improve the services we offer.
Please note: A complaint is an expression of dissatisfaction made to Council related to its services, facilities, staff or contractors. Requests for service (e.g., reporting noise pollution or requesting park maintenance) are not complaints. Any matter submitted as a complaint that is later deemed to be a request for service will be managed as such.
If you would like to submit a request for service, information or assistance please do so here.
Our complaints handling process
Your feedback and compliments will be forwarded to the relevant teams and reviewed by Council leaders to support continuous improvement of our service delivery.
All complaints will be addressed regardless of whether they are made in writing or verbally.
However, due to the complexity of some matters, it is preferred that complaints are lodged in writing.
If you make a complaint and are not satisfied with the action taken, you can request an internal review of the matter by Council.
Alternatively, you can contact Council’s Internal Ombudsman Shared Service (IOSS).
Further information about the IOSS, including information about how to make a complaint, is available here.
If your complaint is extremely serious, you are not satisfied with the review of a complaint, outcome or action taken, you may refer your complaint to an external agency:
- The Office of the NSW Ombudsman
- Office of Local Government
- The Independent Commission Against Corruption (ICAC)
- The Information Commissioner
Our complaints handling policy(PDF, 203KB) provides additional information around how Council will manage and respond to customer complaints.
Complaints can be made via the following channels:
If you require support to share a compliment, submit feedback or lodge a complaint please contact our Customer Call Centre.
If you require a translator, please call the Translating and Interpreting Service (TIS) on 131 450 and ask the interpreter to contact City of Parramatta’s Customer Service Centre on 1300 617 058.
If you are deaf and/or find it difficult hearing or speaking over the phone, please visit www.accesshub.gov.au to connect with the National Relay Service. After connecting with the service via your preferred method provide them with the City of Parramatta contact number, 1300 617 058.