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Requests, Compliments and Complaints

Customer Service

Compliments

The Hobart City Council places great emphasis on the delivery of outstanding customer service.  We try hard to ensure that we provide up to date knowledge and promote exceptional customer service.

If a Hobart City Council staff member has given you exceptional service in any way or if you have had a positive experience dealing with the Hobart City Council please let us know. Recognising outstanding efforts assists us in encouraging and promoting excellent customer service across the organisation.

Complaints

The Hobart City Council places great emphasis on the prompt and efficient handling of complaints.  If you advise us of things which have gone wrong, we will take action quickly to put them right.  We may not always be able to provide complete satisfaction but we will always try to find the best possible solution.

When we receive your complaint, we will forward it on to the division that it relates to.  If you are in doubt, please gain assistance from one of the Customer Service Officers located within the Hobart Council Centre or call the Centre on (03) 6238-2711. 

While most concerns can usually be resolved very quickly, there are times when they require a more detailed investigation.  If your complaint is of a serious nature it will be referred to the General Manager.  Normally you can expect a response to your complaint within seven working days.  If an Alderman has submitted a complaint on your behalf we will try to respond to the Alderman within seven working days.

There are times when it is not possible to meet deadlines, eg: where your complaint is complex or we need to brief the Alderman on the outcomes of our investigations.  You will be kept informed throughout the investigation. 

The Council operates under a Customer Service Charter which can be viewed below:

Customer Service Charter

There is an important difference between a request, compliment, complaint and enquiry.

A Customer Request is:

An appeal for assistance to inspect, remove, replace, repair or reinstate Council facilities or amenities which may be damaged or missing as a result of a number of circumstances. 

A Customer Compliment is:

An expression of satisfaction, appreciation and acknowledgement of the work done by Hobart City Council or a Hobart City Council employee.

A Customer Complaint is:

Dissatisfaction with a service or product offered or provided, or an appeal for action to be taken in respect of a nuisance.  This includes stray or barking dogs, incinerators, excessive noise and fire hazards.

An Enquiry is:

An appeal for information.  An answer to be provided to a specific question or decision to be made in relation to a specific matter.

Traffic and Parking Infringements

If your complaint relates to an infringement notice where you are requesting an investigation as to why the ticket was issued, requests can be made by:

In person at:

Hobart City Council Centre
16 Elizabeth Street
Hobart   TAS   7000

In writing to:

The General Manager
Hobart City Council
GPO Box 503
Hobart TAS 7001

Email: hcc@hobartcity.com.au

General Requests, Compliments and Complaints

General Requests and Complaints can be made by:

In person at:

Hobart Council Centre
16 Elizabeth Street
Hobart   TAS   7000

In writing to:

The General Manager
Hobart City Council
GPO Box 503
Hobart TAS 7001

Email: hcc@hobartcity.com.au

If a complaint is particularly serious or complex please put it in writing, addressed to the General Manager, Hobart City Council GPO Box 503 Hobart TAS 7001.  This will allow you to clearly and concisely state your concerns.

By telephone on:
In our endeavours to provide the best possible customer service to our customers we have provided two convenient hotline numbers for our customers to make a public request and lodge complaints.

Cleary’s Gates Depot

(03) 6278-0200
7.30am – 4.00pm Monday to Friday

Examples includes: Damaged roads, footpaths, blockages, missed garbage, recycling, sharps collection, fire hazards, mowing and water quality.

Council Centre
(03) 6238-2182
8.15am - 5.15pm

Telephone (03) 6238-2711
Email: hcc@hobartcity.com.au

Examples include: dogs, overhanging trees, noise complaints, playgrounds, street signs, food premises, traffic (general), street lights, roundabout and soakage

If you are unsure of the number to call contact Hobart City Council’s switchboard on (03) 6238-2711 and your call will be transferred to the appropriate area.

Customer Service Centre

16 Elizabeth Street, Hobart
Office Hours: Monday – Friday 8.15am – 5.15pm

Telephone (03) 6238-2711
Email:hcc@hobartcity.com.au

Postal Address
Town Hall, Macquarie Street
GPO Box 503
Hobart TAS 7001

Customer Service Centre

16 Elizabeth St, Hobart
Office Hours: Mon–Fri 8.15am–5.15pm
Telephone (03) 6238 2711
Email hcc@hobartcity.com.au

Postal address

Town Hall, Macquarie St
GPO Box 503
Hobart Tasmania 7001