Service Standards

Maroondah City Council has a partnership with the community, and a commitment to serving it. We have service standards that apply to everyone at Council and these are called our Basic Principles of Service. In addition to these general standards, each of our service areas has developed and published a detailed Charter which outlines what we aim to do for the community and how we will achieve that. View Service Charters

As communication forms the basis of any good partnership, our Service Charters are supported by three important programs to assist the community in lodging requests, resolving issues and giving us feedback.

Lodging a Request

Customer Link - Electronic Tracking System

Customer Link is an electronic system that records and monitors service requests from the moment a request is received through to completion. When you contact Council, your request will be placed on the system and staff will generally be able to advise you of the expected time needed to complete the request.

Resolving an Issue

Customer Action Program

Council is committed to resolving any issues promptly and openly and our Customer Action Program has been specifically designed with this in mind. In most instances, issues will be resolved at the first point of contact with the service team concerned. However, should you be unhappy with the resolution or believe that a service failure has occurred, the Customer Action Program is designed to assist having your request considered. There are three levels in the program, with each level escalating the request through to the ultimate authority of the Chief Executive Officer if necessary.

Giving us Feedback

Customer Feedback Program

A vital link in the communication chain is your feedback on our service. We encourage you to help us to evaluate our service and make improvements where necessary.

Further details and forms for these communication programs are available by contacting Maroondah City Council