Compliments, Complaints & Suggestions
We’re committed to delivering quality services to the Esperance community. Your feedback—whether it’s a compliment, suggestion or complaint—plays an important role in helping us meet the needs and expectations of our community.
Our Commitment to Continuous Improvement
We strive to continually improve the way we deliver services by listening to the community and acting on what we hear. Feedback from residents, businesses, and visitors helps us:
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Identify what’s working well
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Pinpoint areas that need improvement
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Make informed decisions
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Deliver better outcomes for the whole community
We don’t just wait for complaints—proactive feedback, community engagement, and regular reviews are all part of how we assess our performance and shape future services. This is supported by our Customer Service Charter, which outlines the standard of service you can expect from us, and our internal systems that track and report on customer feedback and response times.
How to Provide Feedback
You can share a compliment, suggestion or complaint in the following ways:
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Complete our Online Feedback Form below.
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Email us at shire@esperance.wa.gov.au Subject: Customer Feedback.
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Call us on 9071 0666.
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Visiting the Administration Office on Windich Street, Esperance.
You can also refer to our:
Customer Service Charter - to learn about the standards we aim to uphold.
Grievance Brochure - for more details on how we manage and respond to complaints.
What We Do With Your Feedback
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Compliments help us recognise and acknowledge good service.
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Suggestions help us identify opportunities for improvement.
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Complaints allow us to investigate and, where needed, make changes to our services or processes.
All feedback is treated seriously and in confidence.
Complaint Handling Process
What is a complaint? A complaint is when you let us know you’re not satisfied with a service we’ve provided, how we’ve handled something, or how we’ve responded to a previous concern, and you’re expecting us to respond or help resolve the issue.
What isn't a complaint?
Some things are not considered formal complaints, such as:
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General enquiries
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Requests for services, documents, or information
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Requests for clarification of policies or procedures
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Neighbourhood disputes
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Petitions
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Submissions or objections made as part of a formal process (such as compliance reviews or planning matters)
These are still important and will be handled through the appropriate process.
How to Lodge a Complaint
If you have a concern about the service you’ve received, you can lodge a formal complaint by completing the Customer Feedback Form.
- Online: via the form below
- In Person: at the Shire of Esperance Administration Office, Windich Street, Esperance.
- By Email: Download and complete this form and email to shire@esperance.wa.gov.au
- By Post: Download and complete this form and post to Shire of Esperance, PO Box 507, Esperance WA 6450.
All complaints are handled in line with our Customer Service Charter and Grievance Brochure, which outline our commitment to fair and timely responses.