The Hobart City Council places great emphasis on the prompt and efficient handling of complaints. If you advise us of things which have gone wrong we will take action quickly to put them right. Our aim at all times is to provide quality of service. We may not always be able to provide complete satisfaction but we will always try to find the best possible solution.
Each division of the Council is responsible for the handling of its own complaints. Your complaint will be directed to the responsible division. If you are in doubt ask for help at the Enquiries desk on the ground floor of the Hobart Council Centre, or call the Centre on 6238 2711.
While most problems can usually be resolved very quickly, there are times when they require detailed investigation. If your complaint is of a very serious nature it will be referred to the General Manager.
Normally you can expect a response to your complaint within seven working days. If an Alderman has submitted a complaint on your behalf we will try to respond to the Alderman within seven working days.
There are times when it's not possible to meet deadlines, eg: where your complaint is a complex one or we need to brief the Alderman on the outcomes of our investigations. You will be kept informed.
View the Customer Service Charter.
There is an important difference between a request, complaint and enquiry.
An appeal for assistance to inspect, remove, replace, repair or reinstate Council facilities or amenities which may be damaged or missing as a result of a number of circumstances.
Dissatisfaction with a service or product offered or provided, or an appeal for action to be taken in respect of a nuisance. This includes stray or barking dogs, incinerators, excessive noise and fire hazards.
An appeal for information. An answer to be provided to a specific question or decision to be made in relation to a specific matter.
If your complaint relates to an infringement notice where you are requesting an investigation as to why the ticket was issued requests can be made by:
In person at:
Hobart Council Centre
16 Elizabeth Street
Hobart
Telephone: Ph 6238 2780 or 6238 2781
in writing to:
The General Manager
Hobart City Council
GPO Box 503 Hobart 7001
email: hcc@hobartcity.com.au
General Requests and Complaints can be made by:
Telephone on: 6278 0200 or 6238 2182
In person at:
Hobart Council Centre
16 Elizabeth Street
Hobart
or in writing to:
The General Manager
Hobart City Council
GPO Box 503 Hobart 7001
or emailed to: CustomerRequest@hobartcity.com.au
If a complaint is particularly serious or complex please put it in writing, addressed to the General Manager, Hobart City Council GPO Box 503 HOBART 7001. This will allow you to clearly and concisely state your concerns.
In our endeavours to provide the best possible customer service to our customers we have provided two convenient hot line numbers for our customers to make a public request and lodge complaints.
Example includes: Damaged roads, sewerage, footpaths, blockages, missed garbage, recycling, sharps collection, fire hazards, mowing and water quality.
Examples include: dogs, overhanging trees, noise complaints, playgrounds, street signs, food premises, traffic (general), street lights, roundabouts and soakage.
If you are unsure of the number to call contact Hobart City Council's Switchboard on 6238 2711 and your call will be transferred to the appropriate area.
