Commitments

Quality customer service is defined as the provision of service which meets customer needs and expectations on the aspects of service which matter most to the customers. Our service delivery will be undertaken by our staff in a friendly and helpful manner.

Our service commitment to you is:

• We will respond to phone calls within two business days
• We will respond to all enquiries by mail, email or online within 10 business days of receipt
• We will aim to provide a response to any service requests in no more than 25 business days.

Face to face

• Frontline staff will wear a name badge to assist you in knowing who you are dealing with.
• You will be greeted on arrival at reception. If our Customer Service officers are engaged (either at the counter or on the telephone), you will be acknowledged through eye contact.

Telephone calls

Council recognises the importance of telephone calls and will answer promptly and efficiently, referring calls to the appropriate officers and provide clear and concise information in response to caller enquiries.

• We will answer in a friendly and courteous manner, stating Moyne Shire Council and the name of the officer answering the call.
• If we cannot respond immediately to your enquiry/request, we will endeavour to return your call within two business days.
• We aim to provide accurate and relevant information to other staff members when conveying messages or transferring calls to assist in quicker resolution of your issue.
• Customers will be advised who they are being transferred to.
• When a council officer is making an outgoing call, they will announce they are calling from Moyne Shire Council and state their name.

Written

Council recognises the importance of correspondence (letters, and email) and will provide clear and concise responses promptly.

• We will provide a full and detailed response to you within 10 business days of receiving correspondence
• You will be responded to in writing
• We will acknowledge receipt of any email within two working days.

When using our website or social media we will:

• Be engaging with our customers and respond to comments and messages (where required) in a timely matter (within 2 business days).
• We will be respectful and always be courteous and patient of your opinions.
• We will maintain our website and ensure that all information is accessible to the community and kept relevant and up to date with Council’s current policies and procedures.
• The information shared will be accurate, informative, up to date, easy to follow/understand.
• All enquires sent through our website and social media pages will be responded to in a timely manner and follow the same standards of all other enquires.

In addition, we will:

• Listen courteously and identify your needs to enable the appropriate action to be taken in a professional and accurate manner.
• Provide a response if you lodge a service request (either via our website, Snap Send Solve or directly to a staff member) in not more than 25 business days. If the matter is a safety issue or hazard, your issue will be dealt with sooner. You will be provided with reference information for efficient follow up.
• Provide updates on the status of your request and advise when a request is finalised through the Snap Send Solve application.
• Provide current, accessible information that meets your needs.
• Provide opportunities for you to comment and make suggestions on our services and standards and welcome such feedback.
• Maintain an accessible enquiries and complaints resolution system.
• Be friendly, cheerful, courteous, respectful, accurate, timely, efficient, and reliable in our service to you.
• Treat all people with courtesy and respect
• Acknowledge that customers have differing opinions and recognise that there are legitimate differences in opinions because of race, culture, religion, language, sexuality, gender and abilities
• Act to prevent offence or embarrassment being caused
• Actively listen, take notes and tell the customer what you are going to do, and when they can expect a response. Be realistic, “only promise what you can deliver”.

Council expects customers to treat its staff with respect and courtesy.

Council will not accept threatening or aggressive behaviour from customers towards staff.

Details on Moyne's office locations and opening hours are available on our Contact us page.

Should the offices be closed for any reason during normal business hours, a notice will be displayed at the respective locations advising of the period of closure, and where possible, advertised in the local media (including social media).

The Council is subject to the provisions of the Privacy Act of 2000 and the Freedom of Information Act (1982). Individual customer records are confidential.

More details on our Freedom of Information process can be found online.

Council expects customers to treat its staff with respect and courtesy. Council will not accept threatening or aggressive behaviours from customers towards staff.

Your assistance is important. We ask you to:

• treat our employees courteously
• supply us with complete and accurate information
• inform us promptly of any change of address or change of circumstances
• be open and honest in your dealings with us and comply with the law
• be realistic about what we can do and in what timeframes
• provide us with honest feedback on our service

We value your comments and take your complaints seriously. Whether you wish to compliment us on the quality of our service or make a complaint, your feedback is important. It gives us an opportunity to recognise and reward excellent performance by our staff and enables us to learn about how we can improve our service to the community.

If we fall short in our service, or make a mistake, we encourage you to contact us directly so that the matter can be solved promptly and to your satisfaction.

There is an important difference between a complaint and a customer request for service:

A customer request is:

An appeal for assistance to inspect, remove, replace, repair or reinstate Council facilities or amenities which may be damaged or missing as a result of a number of circumstances. A customer request can be made online.

A complaint is:

An expression of dissatisfaction with a service or product offered or provided, by the Council which has, or should have, been received that has failed to reach the standard stated, implied or expected.

A complaint does not include:

• a request for service
• reports of a hazard (e.g. fallen tree)
• reports concerning neighbours or neighbouring properties (e.g. dog barking or noise issues)
• a request for information or an explanation of a policy or procedure
• complaints made under the Protected Disclosure Act
• decisions made under legislation which provides for separate avenues of appeal (e.g. prosecutions under Local Laws and decisions under the Building Act)
• an alleged breach under the Councillors Code of Conduct.
• a dispute between neighbours 
• claims for compensation

Our Complaints Policy and the Complaint registration form are available online.

If you are still not satisfied

For all complaints, you can contact the Victorian Ombudsman Service