Complaints, Requests and Enquiries

Your complaints, requests and enquiries are important to Council, and Council is dedicated to meeting the expectations of the Community by taking each seriously and promptly.

Please be advised that your name, address details, and phone number must be taken by Council in order to action your complaint/request/enquiry. Under the provisions of the Privacy and Personal Information Act, 1998 your details will remain confidential and cannot be disclosed to the public.


How to Register a Complaint/Request/Enquiry with Council

In Writing:
You may lodge a complaint/request/enquiry with Council in writing, which should be addressed to the General Manager and posted to PO Box 138, Inverell NSW 2360, or faxed to (02) 6728 8277. You may write your own correspondence, or alternatively complete Councils Customer Complaints/Enquiry/Request form. Your correspondence will be registered into Councils records system for actioning. You will then be contacted either by phone or in writing by a Council staff member as soon as possible.

In Person (Requests or Enquiries Only):
You may lodge a request/enquiry with any of Council's Customer Service Officers based at Council's Administration Centre, 144 Otho Street, Inverell between the hours of 8.30am and 4.30pm. All attempts will be made to assist you immediately, however should this not be possible, your request/enquiry will be entered directly into Councils Complaints Management System (see below) for actioning as soon as possible. You will then be contacted by phone or in writing by Council staff.

By Phone (Requests or Enquiries Only):
You may phone (02) 67288 288 during the hours of 8.30am and 4.30pm to speak with a Council staff member and lodge your request/enquiry. All attempts will be made to assist you immediately, however should this not be possible, your request/enquiry will be entered into Council's Customer Request Management System (see below) for actioning as soon as possible.
By Email:
You may lodge a complaint/request/enquiry with Council by email at This email address is being protected from spambots. You need JavaScript enabled to view it.. Your email will be registered into Councils records system for actioning. You will then be contacted either by phone or in writing by a Council staff member as soon as possible.

Council's Customer Request System

Council's Customer Request System is a computer program used to track complaints, requests and enquiries from members of the public.

The details of your complaint/request/enquiry are entered into the computer, and an automatically generated email is sent to the appropriate Council staff member whose responsibility it is to handle such a matter. You will be provided with a Customer Request number which can be used as a reference should you need to make further contact with Council in this regard. Once the complaint/request/enquiry is in the system, the responsible staff member MUST action the complaint/request/enquiry within an appropriate timeframe.