The Office of Local Government ('OLG') is a NSW Government agency that works to improve the effectiveness and transparency of local councils. It oversees 128 local councils in NSW, focusing on policy, legislation, investigations, and programs. OLG collaborates with councils to help them better serve their communities and advises the NSW Government on local governance issues. If you have complaints about your local council, you can report them to OLG.
What types of complaints can you make?
The OLG has limited capacity to intervene in the decisions and functions of local councils. Complaints can only be made to the OLG on certain issues, including:
- Failure to disclose financial interests: You can make a complaint to the OLG where there is a failure by councillors or council staff to disclose or to appropriately manage financial conflicts of interests.
- Conflict of interest (non-financial): You can make a complaint to the OLG where there is a failure by Council Officials to disclose non-financial conflicts of interest. These are interests that are private or personal and don't involve making or losing money for the Council Official.
- Councillor misconduct and code of conduct matters: You can complain to the OLG regarding a breach of the Council code of conduct by a councillor or council staff.
- Financial management of Council: You can make a complaint to the OLG if you believe the local council did not appropriately manage finances.
- Pets and NSW pet registry: You can make a complaint to the OLG about enforcement or compliance issues concerning pets and pet ownership.
- Abandoned vehicles: You can make a complaint to the OLG about a matter relating to abandoned vehicles.
Jurisdiction:
The OLG regulates and addresses complaints concerning the 128 local councils in New South Wales.
Time Limitations:
If the complaint relates to a matter that occurred more than 2 years before the complaint was made and the complainant does not have a sufficient reason for the delay, the OLG may decide not to investigate it.
The OLG will not deal with complaints about:
- The OLG can only act on issues that fall within the scope of the Local Government Act 1993 (NSW).
- The OLG will not assist with matters relating to the setting of rates and charges or matters that may be subject to review by a court. The OLG will not normally make enquiries where the complaint has been referred to another more appropriate agency.
Exercise of discretion:
The OLG may decide to take no action in response to a complaint, for example where the complaint is not made in good faith, frivolous, vexatious or trivial. If the OLG decides to not take action in response to a complaint, the complainant will be provided reasons for the decision.
Who can you make a complaint against?
You can make a complaint against:
- Individuals: NSW Councillors and council officials.
- Body/Organisation: NSW local councils. You can find a directory of all NSW local councils here and a map of all NSW local councils here.
Are you eligible to make a complaint?
Who can make a complaint?
Any person may make a complaint to the OLG.
Before you lodge a complaint:
You are usually required to attempt to resolve complaints about an issue with the relevant council directly before contacting the OLG. If you have not taken this step, the OLG may decline to act on your complaint.
Can complaints be made on behalf of someone?
No. A complaint is to be made by the complainant. The Departmental Chief Executive may also, by their own initiative, make a complaint or investigate any aspect of a council or of its work and activities.
The OLG will not deal with complaints about:
The Departmental Chief Executive may decide to take no action concerning a complaint if the complaint is frivolous, vexatious or not made in good faith, if the subject matter of the complaint is trivial, if it has been or is under investigation by some other competent person or body, or if there is a satisfactory alternative means of dealing with the matter.
What can this body do to help?
This body may provide:
- Investigation: The OLG may decide to investigate your complaint and take action in response.
- Referral: If the OLG is not the appropriate body to handle your complaint, it will be referred to the appropriate NSW Government agency such as the NSW Ombudsman or the ICAC.
Additional information you need to know: The OLG will explain the reasons for their decision in response to your complaint and will also provide any information and advice on alternative ways to resolve the issue if it is appropriate to do so.
How to prepare your complaint
Format:
Complaints can be made by submitting a Council Complaint Form. Complaints are also able to be made in writing or verbally. You may request assistance from an interpreter if required.
Personal Details:
You will need to provide your personal details when making a complaint if you wish to be provided with a response, including:
- First and last name
- Email address
- Phone number
- Street address
Complaints made anonymously where no return address details are provided will receive no reply or may be declined.
Respondent’s Details:
You will need to specify who and what your complaint is about, including the relevant local council.
Relevant Facts:
You must provide details with your complaint, including:
- What happened after you contacted the Council
- What you think should happen to resolve your complaint
- Any additional documents (maximum of 3) to support your complaint
What NOT to include:
Do not include unnecessary details in your complaint. Complaints should be brief and to the point. Responses that are too long or contain details that are not relevant to your complaint will take longer to assess.
Lodging your complaint and next steps:
Where to lodge your complaint:
- Online form: Council Complaint Form
- Email: olg@olg.nsw.gov.au
- Post: Locked Bag 3015, NOWRA NSW 2541
- Telephone: 02 4428 4100 (9.00am – 4.30 pm)
- In person: 5 O’Keeffe Avenue, NOWRA NSW 2541
Assessment/Investigation:
You will receive a response from the OLG within 4 weeks of submitting your complaint. Further details and information about your complaint may be requested during the assessment process.
Response:
- The OLG's response will explain the reasons for their decision to either:
- Take action in response to your complaint
- Refer the complaint to the appropriate NSW Government agency
- Take no action in response to your complaint
More information:
Refer to the factsheet provided below for more information.
