How we handle complaints

We welcome feedback as an opportunity for us to improve our service to the community. We continue to monitor our performance, and are dedicated to improving as much as possible.

Complaints and feedback can be made by any of the following methods:


You can submit a complaint online by filling in our online form

Submit a request or complaint


You can email your complaint to us at

By post

You can write to us and post it to PO BOX 18, Ballan, Victoria 3342.

By phone

You can call us on 5366 7100


You can attend one of our offices to make a complaint

Lerderderg Library 

215 Main Street, Bacchus Marsh

Open: Monday to Friday 8.30am-5pm

           Saturday 9am-2pm

Ballan Office 

15 Stead Street, Ballan

Open: Monday-Friday 8.30am-5pm

Darley Civic and Community Hub  

182 Halletts Way, Darley

Open: Monday to Friday 8.30am-5pm

We respond to complaints in accordance with our Complaint Handling Policy.