How to Make a Complaint

Speak Up Effectively

Not sure what to say or how to say it? Below are some key facts and sample scripts of what you may choose to say when raising issues with authorities.

• Keep it short and focused. One page or a few paragraphs is ideal. Decision-makers are busy — a concise message is more likely to be read and acted upon.
• Lead with your personal experience. Describe something real that happened to you or someone you know. Specific incidents are far more compelling than general complaints.
• Include dates, times and locations where possible. This makes your account credible and harder to dismiss.
• End with a clear ask. State exactly what you want the recipient to do — investigate, respond, attend a meeting, change a policy. Without a clear ask, your complaint may be noted but not acted on.
• Be firm but respectful. You are more likely to get a productive response if your tone is measured. Anger is understandable, but professionalism is more effective.
• Follow up. If you don’t receive a response within two weeks, send a polite follow-up. Persistence shows you are serious.
• Copy multiple people. Sending to both your councillor and the mayor (or a state MP) increases the chance someone takes ownership.
• Keep a record. Save copies of everything you send and receive. You may need it later if you escalate further.

Dear [Councillor Name],

I am writing as a resident of [your suburb] to raise serious concerns about safety on Chapel Street.

On [date], at approximately [time], I witnessed [describe specific incident — e.g. an assault, aggressive behaviour, theft, drug activity] near [location on Chapel Street]. This is not an isolated incident. Over the past [weeks/months], I have noticed a significant deterioration in safety, particularly [in the evenings / around specific areas].

This is affecting my willingness to visit local businesses, walk in my own neighbourhood, and feel safe in the community I pay rates to live in.

I am requesting that the Council:

1. Publicly report on what actions are being taken to address crime on Chapel Street

2. Increase engagement with Victoria Police to improve visible patrols

3. Provide a timeline for measurable safety improvements

I look forward to your response within 14 days.

Yours sincerely,

[Your name]

[Your address]

Dear [Councillor Name],

I am a long-time resident of [your suburb] and I am writing to express my concern about the state of retail on Chapel Street.

Walking along Chapel Street today, I counted [number] vacant shopfronts between [street] and [street]. What was once a thriving retail and dining precinct now feels neglected and uninviting. The empty windows, graffiti and lack of street maintenance create a poor impression and discourage visitors.

I believe the Council should:

1. Publish a strategy for retail revitalisation on Chapel Street

2. Consider rate incentives or grants for new businesses opening in the area

3. Improve streetscape maintenance including cleaning, lighting and landscaping

Our community deserves a Chapel Street we can be proud of. I would appreciate a response outlining what concrete steps are being taken.

Yours sincerely,

[Your name]

[Your address]

Dear Mayor Sehr and Councillors,

As a ratepayer in the City of Stonnington, I am writing to request greater transparency regarding council finances and spending priorities.

Rates continue to increase, yet the visible quality of services in our area — street cleaning, park maintenance, safety — appears to be declining. I am particularly concerned about [specific issue, e.g. the condition of local parks, delayed infrastructure works, outsourcing of services].

I would like to understand:

1. How the Council justifies current rate increases given the decline in service quality

2. What the Council’s current debt position is and how it plans to manage it

3. Whether an independent audit of spending priorities has been considered

I expect a substantive response, not a form letter. If I do not receive one within 14 days, I intend to escalate this matter to the Victorian Ombudsman and the Minister for Local Government.

Yours sincerely,

[Your name]

[Your address]