Making a Complaint

Comprehensive guidance on how to lodge effective complaints with the right authorities, what evidence you need, and how to follow up to ensure your concerns are taken seriously.

Before You Complain

Making an effective complaint requires preparation. Before contacting authorities, ensure you have:

  • Documented evidence – Detailed records of dates, times, and incidents
  • Proof of attempts to resolve – Letters sent, conversations attempted
  • Clear information – Names, addresses, specific issues
  • Realistic expectations – Understanding of what authorities can and cannot do
  • Patience – Complaint processes take time

The quality of your complaint and evidence significantly affects the outcome. Authorities are more likely to take action when complaints are well-documented, specific, and demonstrate genuine attempts at resolution.

💡 The Golden Rule of Complaints

Always get a reference number. Whether calling council, police, or any authority, always ask for and record the reference number, event number, or complaint number. This creates an official record and allows you to track progress and escalate if necessary.

Who to Complain To

Different issues require different authorities. Choosing the right one saves time and increases your chances of resolution.

Local Council Complaints

When to use: Most day-to-day amenity issues

Handles:

  • Noise from equipment (lawnmowers, pool pumps, air conditioners)
  • Barking dogs and animal nuisance
  • Overgrown vegetation
  • Building compliance issues
  • Illegal structures
  • Parking violations
  • Waste and unsightly properties

How to complain: Contact your council's customer service, ranger service, or compliance department. Many councils have online complaint forms.

Police Complaints

When to use: Criminal activity or immediate danger

Handles:

  • Assault or threats of violence
  • Stalking and harassment
  • Property damage or vandalism
  • Trespassing
  • Theft
  • Domestic violence
  • Dangerous animals
  • Emergency noise disturbances

How to complain: Call 000 for emergencies. For non-emergencies, visit your local police station or call your state's police assistance line. Always request an event number.

Strata/Body Corporate Complaints

When to use: Issues in apartments, units, or townhouse complexes

Handles:

  • Breaches of by-laws
  • Noise from other units
  • Common property disputes
  • Parking in strata schemes
  • Pet violations

How to complain: Submit written complaints to your strata manager or body corporate committee. Keep copies of all correspondence.

Real Estate/Property Manager Complaints

When to use: Issues with rental properties

Handles:

  • Neighbour issues involving rental properties
  • Requests to landlord to address tenant behaviour
  • Maintenance issues affecting neighbours

How to complain: Contact the property manager in writing. If unresolved, escalate to your state's rental authority or tribunal.

Tribunal/Court Applications

When to use: Formal disputes requiring legal orders

Handles:

  • Fence disputes
  • Tree removal orders
  • Noise abatement orders
  • Strata disputes
  • Property damage compensation

How to apply: Complete application forms for your state tribunal (NCAT, VCAT, QCAT, etc.). Fees apply, typically $50-200.

Essential Documentation

Strong evidence is the foundation of an effective complaint. Authorities need concrete information to take action.

1

Incident Diary

Keep a detailed log of every incident including date, time, duration, what happened, how it affected you, and any witnesses. This establishes patterns and frequency.

2

Photos and Videos

Visual evidence is powerful. Date-stamped photos and videos showing noise sources, property damage, encroachments, or concerning behaviour strengthen your case significantly.

3

Audio Recordings

For noise complaints, audio recordings can demonstrate the nature and volume of noise. Ensure recordings capture ambient noise for context and are date-stamped if possible.

4

Written Correspondence

Keep copies of all letters, emails, and text messages sent to your neighbour, authorities, or other parties. This proves you attempted resolution and documents the progression of the dispute.

5

Witness Statements

Written statements from other neighbours or witnesses who have observed the problem add credibility and demonstrate the issue affects multiple people.

6

Professional Reports

For serious issues, obtain reports from relevant professionals: arborists for trees, acousticians for noise, engineers for structural damage, doctors for health impacts.

⚠️ Evidence Collection Guidelines

When gathering evidence:

  • Never trespass on your neighbour's property
  • Don't tamper with or damage evidence
  • Be aware of privacy laws regarding recording (especially audio)
  • Don't provoke situations to create evidence
  • Store all evidence safely with backups

Making Council Complaints

Council complaints are the most common pathway for neighbour issues. Here's how to maximize effectiveness:

Step 1: Identify the Right Department

  • Rangers – Animal control, barking dogs
  • Environmental Health – Noise, pollution, pest issues
  • Compliance/Planning – Building violations, illegal structures
  • Customer Service – General inquiries and initial complaints

Step 2: Lodge Your Complaint

Most councils accept complaints via:

  • Online forms (preferred – creates automatic record)
  • Phone (always get reference number and officer's name)
  • Email (keep sent copies)
  • In person (request written confirmation)

Step 3: Provide Complete Information

Your complaint should include:

  • Your contact details (anonymous complaints often receive less priority)
  • Property address where issue is occurring
  • Detailed description of the problem
  • How long it's been happening
  • What impact it's having on you
  • Any attempts you've made to resolve it
  • Evidence you can provide

Step 4: Cooperate with Investigation

Council may:

  • Request you complete diary sheets (especially for barking dogs)
  • Ask to visit your property
  • Install monitoring equipment
  • Request additional evidence or information

Respond promptly to all requests to keep your complaint active.

Step 5: Follow Up

If you don't hear back within council's stated timeframe (typically 5-10 business days):

  • Call and reference your complaint number
  • Ask for status update and expected timeline
  • Request escalation to supervisor if necessary
  • Keep records of all follow-up attempts

Making Police Reports

Police reports require specific information to enable investigation and potential prosecution.

When to Report to Police

  • Any assault or threat of violence (call 000 if happening now)
  • Property damage or vandalism
  • Stalking or persistent harassment
  • Trespassing
  • Theft
  • Dangerous animal attacks

What Police Need

  • Detailed account of what happened
  • When it occurred (date and time)
  • Description of person(s) involved
  • Witness details
  • Evidence (photos of injuries, damage, threatening messages)
  • Medical reports if injured
  • History of incidents (previous event numbers)

After Reporting

Always:

  • Get the event number or report number
  • Ask for the officer's name and station
  • Request updates on investigation progress
  • Report any new incidents and reference previous event numbers
  • Keep copies of all police reports

Strata and Body Corporate Complaints

Complaints within strata schemes follow specific processes outlined in your scheme's by-laws.

Effective Strata Complaints

  • Know your by-laws – Identify which specific by-law is being breached
  • Complain in writing – Email or letter to strata manager with copies to committee
  • Be specific – Reference by-law numbers and provide dates/times of violations
  • Attend meetings – Raise issues at AGM or committee meetings
  • Request action – Ask what steps will be taken and timeframe for resolution

If Strata Won't Act

You can:

  • Apply to your state tribunal for orders
  • Seek mediation through community justice centres
  • Make formal complaint to state rental authority
  • In serious cases, seek legal advice about strata manager performance

💡 Managing Multiple Complaints

If your issue involves multiple authorities (e.g., council noise complaint AND police report for threats), keep all reference numbers together and inform each authority about the other complaints. This creates a comprehensive record and demonstrates the severity of the situation.

Following Up on Complaints

Complaint processes take time, but you shouldn't wait indefinitely without updates.

Reasonable Timeframes

  • Initial response – 2-5 business days acknowledging complaint
  • Investigation update – 2-4 weeks for progress report
  • Full investigation – 4-8 weeks depending on complexity
  • Enforcement action – Additional 2-6 weeks after investigation

When to Follow Up

Follow up if:

  • You don't receive acknowledgment within 5 business days
  • Promised update timeframes pass without communication
  • The issue continues or worsens
  • You have new evidence or information
  • More than 6 weeks pass without resolution

How to Escalate

If your complaint isn't progressing:

  1. Request escalation to supervisor or manager
  2. Lodge formal complaint about service delivery
  3. Contact your local councillor or member of parliament
  4. Make complaint to ombudsman
  5. Consider tribunal or court action
  6. Seek legal advice

What to Expect

Understanding realistic outcomes helps set appropriate expectations.

Council Outcomes

  • Warning letters – Initial response for first-time violations
  • Nuisance orders – Formal orders requiring specific action
  • Fines – Penalty notices for breaches
  • Court proceedings – Prosecution for serious/ongoing breaches
  • No action – If insufficient evidence or no breach found

Police Outcomes

  • Investigation – Police gather evidence and interview parties
  • Charges laid – Criminal prosecution if evidence supports
  • AVO application – Protection order for harassment/threats
  • Warning – Formal caution for minor matters
  • No further action – If evidence insufficient for prosecution

⚠️ Patience Required

Complaint processes are frustratingly slow but rushing rarely helps. Authorities follow established procedures with timeframes that can't be shortened. Focus on ensuring your complaint has all necessary information and following up at appropriate intervals rather than constant contact.

Related Resources

Additional guidance for managing neighbour disputes.

Keep a Diary → Helpful Links →