I am now getting at least one message a day from community members asking if I can help them raise concerns with Council because their own attempts have gone nowhere. Different people, different issues, the same story. Long silences. No clear answers. Doors closing instead of opening.

This is not how community engagement is meant to work.

And it should never have reached this point.

This pathway exists for difficult, complex issues.
It exists for serious failures of governance.
It exists for situations where the facts are unclear or the stakes are high.

It should not be necessary for something as simple as a community group asking what happened to their property.
It should not be necessary when the evidence is clear, the police report exists and the matter could have been resolved with one respectful conversation.

And yet here we are, building a guide for the community because a straightforward mistake became a maze.

Yes, it is sad that this is necessary.
But sunlight is a powerful thing.
The more people understand the system, the less the system can ignore them.

Where the community can go when Council will not resolve an issue

When a matter cannot be resolved directly with Council, there are proper pathways available.
The order matters because each agency plays a different role.

1. Office of Local Government (OLG)

This is always the first step.

OLG oversees how councils operate. They look at:
• governance
• fairness
• use of confidentiality
• whether councillors received accurate information
• whether proper process was followed
• whether the community was shut out

They must receive the complaint before any other body, because they decide whether the matter needs referral or review.

2. NSW Ombudsman

The Ombudsman becomes involved only after OLG has assessed the matter.

They examine administrative fairness, including:
• was the decision reasonable
• was the process appropriate
• did the community have a fair opportunity to be heard
• were decisions based on correct information

The Ombudsman does not overturn decisions.
They assess whether the system worked the way it was meant to.

3. Your local Member of Parliament

An MP cannot change a Council vote, but they can:
• ask questions
• seek clarification from the Minister
• request updates from OLG
• support community groups who feel excluded

Sometimes a single enquiry from an MP changes the tone completely.

4. NSW Police (when relevant)

Police involvement is appropriate only when:
• property has been lost
• facts are unclear
• a timeline needs to be confirmed

Police do not decide compensation or policy.
They clarify what happened so other processes can function.

5. Community Legal Centres NSW

For people needing independent advice on their rights, Community Legal Centres NSW and their local member centres remain a strong option. They offer free or low cost support and can help residents understand which laws or policies apply to their situation.

6. Media and community advocacy

Not the first choice for most groups, but a necessary one when all formal pathways lead to silence.

Media is effective when:
• the facts are clear
• the documentation is strong
• the group has acted in good faith

Community advocacy helps residents understand their rights and supports groups who feel dismissed.

See Essential Media Tools for Community Groups here

Why the order matters

Many people go straight to the Ombudsman.
The Ombudsman will send them back to OLG.

The correct sequence is:
Council → OLG → Ombudsman (if OLG decides it is appropriate)

Following the proper order avoids delays and gives the issue the best chance of being handled properly.

Rider

This information is based on my research and on the publicly available guidance for residents navigating unresolved Council matters.
If anyone has further insights, corrections or additional information that could help the community understand this pathway more clearly, please contact me.
My goal is accuracy, clarity and support for anyone who feels their issue has stalled.

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