Banyule Logo
Text Size:

Customer Service Charter

Contact us and opening hours

Get in touch with us, through the post, in person or over the phone and also find out when we are open.

Our commitment to you

We will:

  • Provide excellence in customer service and communications
  • Pro-actively represent your best interests, and take an active part in issues of local, regional and wider concern
  • Consult with you to determine your expectations and values
  • Provide services that meet your expectations, in an environmentally sustainable, safe and financially responsible way
  • Continue to improve our services and ensure that they are accessible and affordable
  • Respect and value your diversity and endeavour to provide inclusive services
  • Council will handle personal information in accordance with current privacy laws and will use the information for Council purposes only.

What you can expect from us

In person

When you visit us, we will:

  • Treat you with respect and courtesy
  • Communicate using the language and method you feel most comfortable with (where practical, e.g. through the use of telephone interpreters or using language aid communication boards).

Over the phone

When you call us, we will:

  • Answer your telephone call promptly
  • Listen carefully to understand the nature of your call and provide a helpful  and considered  response

Enquiry responses

When responding to your enquiries, we will:

  • Return your telephone, voicemail, email or Facebook message within one working day or at an agreed time
  • Respond to your written enquiry within the five working days. When a full response cannot be provided in that time, we will send you an acknowledge letter outlining the time frame for a full response.
  • Inform you of the name and department of the staff member who is handling your enquiry
  • Advise you of time frame for the progress or completion of your request where appropriate

Human Rights and Inclusion Access and Equity

Council is committed to upholding and promoting human rights and providing services that respect the diversity of backgrounds, languages, cultures and abilities of our community. We continually work to ensure that we respond to the principles of Freedom, Respect, Equality and Dignity that underpin the rights contained in the Victorian Charter of Human Rights and Responsibilities.

Abusive or Threatening Behaviour

Where a customer is personally abusive or uses offensive language, the communication may be terminated immediately and the police will be contacted in the case of a threat of violence against a Councillor or Council Officer.

How to provide feedback, make a suggestion or a complaint

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

Complaints Resolution Process

We take a four-tiered approach to handling complaints:
  1. Frontline resolution: frontline staff receive the complaint and resolve it immediately, if possible.
  2. Investigation: if frontline staff cannot resolve the complaint, they will refer it to the most appropriate council officer for investigation.
  3. Internal review: if the complainant is not satisfied with the outcome of the investigation, they can request an internal review.
  4. Access to external review: if the complainant is not satisfied with the process or outcome of the internal review, they are informed of any external avenues where they can pursue their complaint.

Any complaints concerning alleged improper or corrupt conduct of Council staff or Councillors should be considered and lodged in accordance with the Protected Disclosure Act, or by phoning 9490 4222.

This Customer Service Charter is reviewed at least once every two years and is in accordance with the following legislation:

  • Privacy and Data Protection Act
  • Freedom of Information
  • Protected Disclosure Act
  • Victorian Charter of Human Rights and Responsibilities

Was this page useful?

Type the characters you see in the picture below *