Our commitment to good customer service
- Following the easing of COVID-19 restrictions, our customer support team has returned to face-to-face customer enquiries. See the Contact us page for opening hours and how to contact us.
- We're committed to providing excellent customer service to our community. You can view our customer service charter here, or find out more about the Communication Satisfaction Survey, held every year.
- To provide feedback or lodge a formal complaint, contact our customer support team
Our customer service charter
- We want your experience with us to be positive, and our service as efficient as possible. It's important that you can do business with us and get the information you need quickly and easily.
- Our customer charter sets out the standards you can expect from us, including what to do if you're not happy with our service.
Giving feedback or lodging a complaint
If you are unhappy with a decision, level or quality of service, or behaviour of an employee or agent, this can be investigated and acted upon where no right of appeal or review is available under any other legislation.
If you have made a formal complaint, we will:
- acknowledge the complaint within 3 working days
- investigate it and provide the name of the officer conducting the investigation
- provide a timeframe in which a response will be given to you.
The following are not considered complaints under this process:
- A request for works or services (such as reports of damaged or faulty infrastructure), unless it is a second request and there was no response to the first request or where the response or quality of works were unsatisfactory.
- A complaint about an event, service or business for which we are not responsible.
- Disagreement with our policy or a lawfully made decision.
- The lodging of an appeal or objection.
- Reports about neighbours, noise, dogs, unauthorised building work or similar issues.
- Trivial, frivolous or vexatious complaints which will not be investigated.
For more information on lodging a complaint, please contact our customer support centre
Community Satisfaction Survey
Every year, residents across all local government areas in Victoria are randomly chosen to take part in a community satisfaction survey. The survey asks for feedback on the services their local council delivers. It is coordinated by the Victorian Government.
- The survey is done over the phone, by an independent agency.
- It includes standard measures so that results can be compared across councils.
- We use the survey results to better understand your needs, wants and expectations. This helps us to shape the Council Plan.
- Your details and individual responses are confidential. Only the overall results are shared with us.
- Your feedback is valuable to us, so we hope you can take part if you’re contacted. Thank you.