The City of Stirling is committed to our organisational corporate values to support and enhance a community which our residents, businesses and visitors can be proud to be part of.

  • Integrity
  • Community
  • Participation
  • Accountability
  • Respect
  • Environment
  • Diversity

Our commitment to be a dynamic organisation that delivers effective services and maintains a strong customer focus.

When contacting us in person, by phone, email or letter we will ensure:

  • Our service is delivered by professional, courteous and skilled employees who introduce themselves or are easily identifiable by their name badge.
  • All of our interactions with you are handled in a personalised manner and we acknowledge and understand the importance of your enquiry.

Throughout all of our interactions with you we will ensure:

  • We maintain a polite, courteous, helpful approach and endeavour to provide the correct information and assistance.
  • If we are unable to resolve your enquiry at the first point of contact, it will be escalated to the appropriate Business Unit to action.
  • When corresponding with the City via email, letter, Twitter, Facebook, YouTube or via the 'Contact Us' page on our website, we will acknowledge your correspondence within 5 business days. We will respond to your enquiry within the next 10 business days. If we are unable to provide a full response, you will be contacted and kept informed of our progress.

We value your feedback

  • Your feedback is extremely important and assists in the continual improvement of our services.
  • We will ensure all feedback is recorded, acknowledged and forwarded to the relevant Business Unit for review.
  • We value all feedback; if you wish to lodge a complaint, we will endeavour to provide a resolution within 10 business days. If we are unable to resolve the issue within 10 business days, you will be kept informed of our progress.

Submitting Feedback

Customer feedback can be submitted online via the "Contact Us" link on our website, by letter or email, by telephoning our Customer Contact Centre, in person at our main Administration Building, or by completing a Feedback Form.

Online - Customer Enquiry Form
Email - stirling@stirling.wa.gov.au
In Person - 25 Cedric Street, STIRLING WA 6021 Monday - Friday 8.30am - 5.00pm
Post - City of Stirling, 25 Cedric Street, STIRLING WA 6021
Phone - (08) 9205 8555

Complaint Handling

The City aims to resolve all complaints efficiently and fairly. Your concerns will be directed to the most appropriate City of Stirling employee to address, who will be responsible for keeping you informed of the progress of your complaint.

Your correspondence will be acknowledged within 5 business days. The City will endeavour to resolve your complaint within the next 10 business days. If we are unable to resolve your complaint within 10 business days, you will be kept informed of our progress

Escalation Process

If you are dissatisfied with the way your complaint has been handled, please request to be referred to the relevant Manager or Director for an independent review. If you remain dissatisfied with the final outcome you may wish to contact the Ombudsman of Western Australia.

Ombudsman of Western Australia

2nd Floor Albert Facey House
469 Wellington Street
Perth WA 6000

OR

PO Box Z5386
St Georges Terrace
Perth WA 6831

Telephone: (08) 9220 7500
Freecall: 1800 117 000 
Email: mail@ombudsman.wa.gov.au  
Website: www.ombudsman.wa.gov.au