Northern Beaches Council was the most complained about council in NSW, with 153 complaints received by the OLG, Office of Local Government, (download Complaint Statistics 2024-2025)— well above the state average of 15 complaints per council, and ahead of the next highest, Clarence Valley, which received 114.

The top complaint categories are financial management, council governance, customer service, and maladministration — this aligns with the controversy over the council's special rate increase during that period. Initially pitched at a 40% increase, the rate hike proposal provoked widespread anger across the LGA (local government area). Even after IPART's (Independent Pricing and Regulatory Tribunal of New South Wales) intervention reduced it to 25.2%, the outcome still represents a substantial burden on ratepayers and is in addition to the standard annual capped rise.

Northern Beaches Council disputed the significance of the complaint numbers, pointing to record customer satisfaction levels of 80%+ from over 8,000 customers surveyed, and suggested the rate variation debate was the primary driver of OLG contacts.

Despite the volume of complaints, only one adverse finding was substantiated against the council, and the OLG did not refer any complaints back to the council for action.

The Office of Local Government complaint process:  

Complaints about a local council should be made directly to the council itself.  If the council does not resolve the issue, the next step is to escalate to the Office of Local Government.   Complaints can be made by submitting a Council Complaint Form online, or in writing, or even verbally.  The complaint form is at: olg.nsw.gov.au/about-us/contact-us/complaints-handling-process/

Who can complain:

• Residents and ratepayers within a council's local government area
• Landowners (even if they don't live there)
• Local businesses and organisations
• Councillors themselves (about other councillors or council processes)
• Anyone who has had dealings with a council

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