Community Charter

Community Charter PDF

Commitments we are giving you

We will:

• pro-actively represent the best interests of the Banyule community;
• consult with our community to determine their expectations and values;
• provide services that meet quality and cost standards and are responsive to community needs;
• deliver services that are accessible and affordable to the community;
• continually improve the delivery of our services;
• take an active part in issues of local, regional and wider concern;
• ensure that Banyule's natural and physical assets are managed for the overall benefit of the community;
• provide excellence in customer communications.

What you can expect from us

When you visit us, we will:

• immediately acknowledge your presence;
• treat you with respect and courtesy.

When you call us, we will:

• answer your telephone call promptly;
• listen carefully and make a helpful response.

When responding to your enquiries, we will:

• return your telephone messages within one working day;
• acknowledge your written enquiry within five working days;
• inform you of the name and department of the staff member who is handling your enquiry;
• advise you of a timeframe for the progress and/or completion of your enquiry where appropriate.

How to Provide Feedback or Make a Complaint

We are committed to working with the community to improve Council services.

In many instances you can provide feedback or complain by contacting customer service in persion or by phone.

• Call Customer Service on 9490 4222.
• Email: enquiries@banyule.vic.gov.au
• Fill out a suggestion card at one of our service centres and hand it to one of our customer service staff. 
• Send a letter by Freepost Mail to: Community Comment, PO Box 51, Freepost 6, Ivanhoe, 3079.
• Complete this online form

Please provide us with as much information as possible so we can effectively address your feedback or concern.  if you need help, we can assist or provide you with an interpreter.

What We Will Do

We will send you a letter with details of who is managing your feedback or concern and tell you how long we expect it will take to respond to you.  If delays occur we will let you know.  You can also contact the person who is managing your feedback or concern to check on its progress.  Once we have investigated your complaint you will receive a letter providing you with a response.

Complaints Resolution Process

In addressing your feedback or concern, we will complete the following:

Stage 1
When we receive your feedback or complaint, it will be investigated by the service area that provided you with the service, but not by the staff involved in providing you with the original service.  By talking to the department Coordinator it is likely that your complaint will be resolved quickly and efficiently.If you are not satisfied with the response or the way in which your feedback or complaint was handled, you can then ask for your complaint to be referred to a Stage 2 review.

Stage 2
Your feedback or complaint will be investigated by a Senior Manager of the department.  If you remain dissatisfied after receiving a response to this review, you can refer your complaint to the Chief Executive Officer for a Stage 3 review.

Stage 3
If you are not satisfied with the final response, you may contact the Ombudsman’s Office to request an independent review by;

Phoning:  9613 6222 Toll Free: 1800 806 314 (regional only)

TTY (a phone solution for people who are deaf or have a hearing or speech impairment)
on 133 677 or 1300 555 727

Interpreter service Via telephone - 131 450.  On-site - 1300 655 082

Emailing: ombudvic@ombudsman.vic.gov.au

Writing to:
Ombudsman Victoria
Level 9, 459 Collins Street (North Tower)
Melbourne  Victoria  3000

or DX: 210174
Melbourne

Protecting Personal Information

Council respects all personal and confidential information you give us and will do everything possible to protect information from unauthorised access, loss or misuse. 

Information is collected from many different sources such as electoral rolls, rates and pet registration databases, specific user groups and e-mail. This information may be used by Council to conduct market research and customer satisfaction surveys so that we better understand community needs and can improve service delivery. It is not our policy to share the information collected with other organisations.

We will record your details if you send us an enquiry, a customer request or community comment. These will be used for Council purposes and will not be disclosed without your consent.

Should you need to change your personal details, please send your changes to Banyule City Council, PO Box 51, Ivanhoe 3079.