Putting your concerns about an issue in your community down in writing – and persistently following up – makes it harder for municipal officials or councillors to ignore you. While fixlocal’s report tool helps you get the right contacts to make your report to, this article provides some tried and tested advice on making sure you’re listened to. 

Effective complaint writing strategies 

• Describe the issue. A good letter of complaint will include a clear description of the problem, including how long it has been going on for and how many people are affected by it. It’s important to include any information, reference numbers from earlier reports or other steps you have already taken to address the issue. You can also include a precise location, any relevant photos if relevant. 

• Make your ask. Lay out a clear set of action steps or solutions to your problem. Often, it's helpful to include a timeframe for addressing the issue and a date you’d like a response by. 

• Stay respectful. You’re likely fed up by the time you draft a letter of complaint. But being rude or disrespectful will only give municipal officials or councillors an excuse to ignore you.

• Go up the chain of command. If you don’t get a response within a reasonable time, figure out how to contact a supervisor, manager, or another responsible person within the municipality. Make the complaint again. Fixlocal’s guide to local government can help you find out who is in charge. 

• Make your complaint public. If you’re getting nowhere and need to escalate your concern, you can turn your letter of complaint public by going to the media or creating a petition.

Real example of a successful message of complaint

This is an example of a successful WhatsApp conversation between a resident reporting poor air quality and an environmental control officer in the City of Mbombela municipality. 

“Hi [official’s name], thanks for taking my call about the burning of tyres/plastic/rubber near the cemetery at [place]. The burning has been taking place most evenings during the week for the last ten days or so. The burning starts at about 5:30 pm. Here is a pin of the location.

I started to report this on the 13th of April and have knocked on five other doors and each time am told to go to someone else. So I am really hoping that you will be able to do something about this and that action can be taken. With gratitude for the work that you do, [Resident’s name]” 

The resident also attached photos. Within a week, the environmental control officer responded, visited the site, and took action to stop the burning of tires and polluting of the air. 

A clear, respectful complaint can push local government to take the action your community deserves. Put it in writing, keep it on record, and make sure they know you’re going to keep following up until your issue is resolved. 

Acknowledgements

Some material adapted from the Activist's Guide to Making Local Government Work.

Photo by Shane Ryan Herilalaina on Unsplash