Customer Complaint or Feedback

Lodge a Complaint or Provide Feedback

We welcome your suggestions, feedback, or complaints. Whilst we strive to do our best for the community, we understand that there will be times when we may not meet your expectations and we value your feedback. 

A Customer Complaint is an expression of dissatisfaction lodged with City of Newcastle (CN) about CN, our services, our staff, or the handling of a Customer Complaint (other than those detailed in clause 3.4), communicated by a member of the public where a response or resolution is explicitly or implicitly expected or required. It may be expressed in relation to:

  • Failure to achieve specified standards of service
  • Delay in responding 
  • Standard or level of service provided by CN or a CN employee
  • Processes and procedures and/or 
  • Extended or permanent withdrawal or reduction of service.

If your issue does not meet the criteria of a formal complaint, it will be treated as:  

  • A service request (eg missed bin collection or request for repair of a pothole) or
  • Feedback. 

Lodge a complaint or provide feedback


For further information on complaints, please refer to CN's Customer Complaints Handling Policy (PDF).

Anonymous Complaints
We accept anonymous complaints where sufficient information is provided to allow for assessment or investigation.

If you would like to remain anonymous, you can share your feedback or complaint by calling us on (02) 4974 2000 or provide in writing to:

City of Newcastle
PO Box 489
Newcastle NSW 2300