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.

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.