Customer service promise

We are committed to providing a high standard of consistent service to our community and customers.

Our service promise outlines:

• our commitment to you on the type and level of service you can expect to receive
• your rights
• how complaints will be handled
• our customer service principles.

Read our full service promise

Service principles

• Respectful: we have respectful relationships with all people
• Accessible: we provide customer service that is accessible to all
• Proactive: we are proactive when providing appropriate and accurate information about services
• Accountable: we are transparent and deliver on our commitments
• Consistent: we provide a consistent high-quality customer experience across Banyule’s services

Timeframes for services

We promise that our response time will:

• acknowledge contact within 24 hours delivery
• return phone calls within 1 business day
• respond to written contact within 10 business days. (If a full reply is not possible, then you will be notified of a response timeframe and a contact person.)
• acknowledge your complaint within 2 business days, tell you who is handling your enquiry, and how long it will take. (We resolve complaints within 28 days. If it takes longer, we will tell you why. Find out more about our complaints management process.)
• tell you how long our processes and services may take. Read our standard service timeframes(PDF, 93KB).

Help us deliver great customer service

You can help us by:

• providing accurate and complete information
• providing us with a clear understanding of the issue focusing on the facts of your request
• treating our staff and others with courtesy and respect
• working with us to reach a resolution
• telling us if you need help in accessing our services or information
• advising us if your details change
• talking to us if you are not happy or pass on a compliment about a service or matter
• providing contact details to help us keep you informed.