Guide to Service Standards and complaints handling

Maroondah City Council aims to achieve service excellence for every customer across all areas of our operations. We continue to achieve great results from the Victorian Government commissioned annual Local Government Community Satisfaction Surveys, which shows we are committed as an organisation to the highest service standards. 

This document provides guidance on our service standards and customer complaint procedures to ensure we continue to maintain our very high standards. 

Our guide to service standards and complaint handling is a tool to help and support you in ensuring a positive customer service experience first time, every time. 

Areas covered in this guide include:

  • Customer Service Standards  
  • presentation and service image  
  • communicating with customers 
  • handling complaints and compliments 
  • roles and responsibilities.

Guide to Service Standards and complaints handling(DOCX, 10MB)

Guide to Service Standards and complaints handling(PDF, 2MB)

Related information

Feedback, complaints and escalating an issue

Customer feedback and complaints form

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