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Service Standards and Complaints

Customer Response Program

The Customer Response Program progresses issues through a series of steps to ensure the correct people are handling the enquiry and that it proceeds without undue delays.

In most instances, issues will be resolved at the first point of contact with the service team concerned. If you are unhappy with the resolution or believe that a service failure has occurred, the Customer Response Program will help you have your issue evaluated.

How does it work?

When a request is received, any action already taken is noted and your request is then forwarded to the appropriate area.

There are three levels in the total process, with each level escalating the request through to the Chief Executive Officer if necessary.

Level 1 your request will be managed by the service area. Should you be dissatisfied with the outcome, you are welcome to re-lodge your request for further consideration or referral to level 2.

Level 2 the Manager of Customer Service will raise the request with the service area concerned on your behalf. You will then receive notice of the outcome. If you are not satisfied with the outcome, your request can be re-activated to level 3.

Level 3 requests are progressed to the Chief Executive Officer for their consideration and final decision.

Right of appeal

If, after the above process has been exhausted, you are still dissatisfied with Council’s decision you can contact the State Ombudsman’s Office.

Forms can be downloaded from the link below, and lodged in person at any service centre or by mail.  You can also use an online feedback form.

  Customer Response Form (PDF, 22kb)

  Customer Response Form (PDF, 207kb)

Customer Service Charter

Maroondah City Council is committed to fair and equitable distribution of and access to municipal resources. We value the diversity and the rich social fabric of the community.

Our commitment to you

All Maroondah City Council employees will respond to requests in a timely and efficient manner

  • You will be treated in a courteous and respectful manner
  • Our Customer Service Unit staff will assist you with enquiries, requests and transactions at the first point of call wherever possible
  • Council will make available technical and specialist staff
  • Staff will keep all scheduled appointment times
  • We will adequately resource and promptly answer Council’s 1300 88 22 33 number
  • Telephone messages will be returned on the same day, wherever possible, or the next business day
  • We will provide an After Hours Emergency Service on 1300 88 22 33
  • We will respond to your general written requests within 10 business days. If we cannot reply within this timeframe we will keep you informed of the progress of the issue and give you the details of the relevant contact person and anticipated completion date. With the implementation of Council’s Electronic Document Management System this timeline will be reviewed
  • Our Customer Request System will enable us to keep track of your requests and monitor its progress
  • We will respect your confidentiality and privacy on matters in line with the Information Privacy Act
  • Our Service Principles apply to all Council employees, services and those provided by contractors

Access

  • We are committed to advertised operational hours including late night and Saturday
  • We will make available to you different payment methods
  • We will make available an interpreter service

Your commitment to us

  • Council employees will be treated in a courteous and respectful manner
  • You will respect our Service Centres as public work places and behave in an orderly manner
  • You will provide employees with all relevant information to assist with your enquiry

Feedback

  • We welcome your feedback on how we are meeting our committed standards. Contact our Team Leader of Customer Service on 1300 88 22 33 or complete our Customer Response Program form.
  • If you are unhappy with a resolution, believe a service failure has occurred, or wish to provide feedback on a service, our Customer Response Program will enable you to pursue this without fear of recrimination


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