Make a complaint | Maitland City Council

Making a complaint

If you're dissatisfied with a service, decision or policy, you can lodge a complaint. In line with our Complaints Policy, we are committed to providing quality services to our community and your feedback plays a vital role in helping us improve.

What is a complaint?

Complaints fall into two categories - operational complaints, which relate to service issues like delays or poor quality, and Code of Conduct complaints, which concern staff behavior that may breach our Code of Conduct.

For issues such as missed bins, potholes, noise violations or tree maintenance, you can report via MyCouncil to ensure the right team addresses it.

Sign in or create an account
Login to MyCouncil or sign up if you are a new user.
Prepare your documentation
Gather any photos, documents or reference numbers related to your feedback.
Submit the feedback form
Click the link below to fill out the online form (takes approx. 10 minutes to complete)

If you prefer not to lodge your feedback online, you can call us to speak to our Customer Experience Team directly.

Alternatively, you can send your feedback to complaints@maitland.nsw.gov.au.

Need help?

If you need assistance, contact us via Live Chat, Monday to Friday, 8am – 6pm.

Frequently asked questions

The time to resolve a complaint depends on its complexity. Simple complaints may be addressed within a few business days, while more detailed matters may take longer. We will keep you informed about the progress and provide an expected time frame where possible.
Yes, you can submit a complaint anonymously. However, keep in mind that we may not be able to provide updates or follow up on the outcome if we cannot contact you.
If you're not satisfied with the outcome, you can request a review of your complaint. Email us at complaints@maitland.nsw.gov.au to raise your concerns, and we’ll guide you through the next steps, including escalation options if needed.

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LAST UPDATED 10 APR 2025