We want to hear from you

What is a complaint

 A complaint is an expression of dissatisfaction with Council’s level and quality of service, its officers, agents, or policies and procedures affecting an individual or a group of customers.

What is not considered a complaint

Burwood Council will not consider the following as a complaint: 

  • an initial request for works or services
  • a request for information or explanation of policies, procedures and decisions of Council
  • a request for information regarding Council’s assets or services
  • an expression concerning the general direction or the performance of Council or its elected representatives
  • reports concerning neighbours disputes
  • an expression of disagreement with Council’s policy, procedures or a lawfully made decision


For further information, please refer to Council’s Complaints Management Policy.

Lodging a complaint 


Please include details such as name, address and contact number.
Clearly mark your correspondence as “Complaint”, and include a brief description of the issue you would like to bring to Council’s attention.  

Complaints may be lodged with Council: 

  • In Person
    By attending Council’s Customer Service Centre located at Level 2, 1-17 Elsie Street, Burwood.
    The Customer Service Centre is open 8.30am-4.45pm Monday to Friday.
  • By Telephone
    Direct to Council’s Customer Service Centre on (02) 9911 9911.
  • In Writing
    – Email:           council@burwood.nsw.gov.au
    – Post:            PO Box 240, BURWOOD NSW 1805
    – Fax:              (02) 9911 9900  
  • To a Councillor
    Complaints can be made to Councillors of Burwood Council.

Please refer to the Contact Your Councillors listing.


Assistance with lodging a complaint

Council is committed to ensuring complainants are not disadvantaged and will provide assistance to any person who wishes to make a complaint. Should an interpreter be required, Council will provide a language aide staff member or arrange for an interpreter through the Telephone Interpreter Service (TIS).