Tell us how we are doing

Willoughby City Council welcomes and encourages your feedback. We will read your comments carefully and use the information provided to improve the services we offer.

To provide feedback, share a compliment or make a complaint please complete the form below, including your contact details if you wish to receive a response. 

Feedback    Compliment    Complaint

Alternatively, you can provide your feedback by:

  • Posting a letter to Willoughby City Council, PO Box 57, Chatswood, NSW, 2057.
  • Emailing us at
  • Calling our Customer Service Centre on 02 9777 1000.
  • Visiting our Customer Service Centre at 31 Victor Street, Chatswood.

If you require support to submit a complaint, feedback or compliment please contact our Customer Service Centre.

Our complaints handling process

All complaints will be addressed regardless of whether they are made in writing or verbally. However, due to the complexity of some matters, it is preferred that complaints are lodged in writing via our online complaints form. If you require support in making a complaint, please contact our Customer Service Centre.

All complaints will be acknowledged within 3 business days. We will provide a full response, or for more complex matters an expected timeframe, within 10 business days.

If you make a complaint and are not satisfied with the action taken, you can request an internal review of the matter. 

Alternatively, if you are not satisfied with the action taken, or your complaint is extremely serious, you may refer your complaint to:

Our complaints handling policy and complaints handling procedures provide additional information around how Council will manage and respond to customer complaints. 

Your feedback and compliments

Your feedback and compliments will be forwarded to the relevant teams and reviewed by Council leaders to support continuous improvement of our service delivery.