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Customer service

Customer Service at Civic Centre in Officer open

Following the easing of COVID-19 restrictions, Cardinia Shire Council’s friendly Customer Support team returns to the Civic Centre for face-to-face customer enquiries from Monday 14 December.

Opening hours are 8.30am - 5pm, Monday to Friday.

Community members can still make a payment, register their pet, report an issue or make an application on our website 

Use our online services  

You can make payments, applications and report issues to Council online, using the online forms and apps on our website, or via email at − 24 hours a day, 7 days a week.  

Call our customer service team  

1300 787 624

Open 8.30am to 5pm for over-the-phone enquiries and payments.  


You can still download and print application forms from this website, and send letters and other documents by post:   

Cardinia Shire Council  
Pakenham VIC 3810  

Making payments  

You can make payments by:  

  • using the online forms and apps on this website 

  • debit/credit card over the phone. 

Cardinia Shire Council Customer Support will close for the festive season from 5pm Thursday 24 December reopening at 8.30am on Monday 4 January 2021.

During these dates, you can lodge your request on our website at or via email at

For emergencies, please call 1300 787 624 to speak with our after-hours service.

We want to ensure your experience with us is as positive and efficient as possible. It is important that you can do business with us and get the information you need quickly and easily. 

Our customer charter sets out the minimum standards that you can expect from us, including what to do if you are not happy with our service. 

View the Customer service charter

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.

Contact our customer service centre for more information on lodging a complaint

Every year residents in each local government area in Victoria are randomly selected to take part in a community satisfaction survey which asks for feedback on the services their local council delivers. The survey is conducted over the phone by JWS Research for the Victorian Government.  

The survey includes compulsory measures that provide a base comparison across councils and are included in the annual report.

We use the survey results to better understand the community's needs and wants and to inform the Council Plan.

If you have any questions, please contact Council on 1300 787 624 or

Results from recent surveys 

2020 results   2019 results   2018 results   2017 results