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Banyule Service Promise

The Banyule Service Promise is the overarching Statement of Commitment to the delivery of service to our municipality. Council is committed to improving the delivery of service to the Banyule community and its customers. 

Our Commitment

We provide an extensive range of services to the community. We value our customers and are committed to providing a high standard of service, ensuring consistency in service delivery. We are focused on providing exceptional customer service.

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 - these Principles form the foundation of Customer Service here at Banyule City Council and inform how we build and deliver services, create processes and procedures, write policies, and support staff to deliver exceptional service.

Our commitment is best achieved in partnership with you, our community and customers.

About Our Commitment

A community reference group along with staff contributed and developed the service promise during 2017/18.  The reference group developed the draft outline of the service promise and established 5 principles of 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 

 

Council delivers a range of services for which more specific service timeframes may apply.  The timeframes are reflective of the varying ways we deliver the service and the type of service provided.  All service delivery needs to comply with the overarching Service Promise.

Timeframes

Acknowledgement

Acknowledgement within 24 hours

Phone

We will return phone calls within 1 business day

Written/Email

We aim to respond within 10 business days. If a full reply is not possible then you will be notified of a timeframe for response and a contact person.

Complaints

We acknowledge a complainant within ten business days, informing the complainant of the name and department of the staff member who is handling their enquiry, and advising them of a timeframe for progressing and/or completing the enquiry where relevant.

We will aim to resolve all complaints within 28 days. If it takes longer than 28 days to resolve a complaint, the contact person will contact the complainant prior to or at this time and explain why.

Learn more by reading our complaints management process.

Service Timeframes

We understand it is important for us to set expectations upfront about the time our processes and services may take. We have collated the standard timeframes for the commonly used services we provide, from emptying bins, to cleaning streets, to completing permits and applications.

 

Help us help you

We want to provide you with the best possible customer service—you can help us by doing the following:

  • Provide accurate and complete information
  • Provide us with a clear understanding of the issue focusing on the facts of your request
  • Treat our staff and others with courtesy and respect
  • Work with us to reach a resolution
  • Tell us if you need help in accessing our services or information
  • Advise us if your details change
  • Talk to us if you are not happy or pass on a compliment about a service or matter
  • Provide contact details to help us keep you informed

 

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