Customer Service Committment

Our Customer Service Committment defines our service standards.

We are committed to providing high quality, customer centered services to all our residents, ratepayers, businesses and visitors. 

We have developed the following standards to provide an outline of how we will interact with you.

Our Commitment to You

We will: 

  • adopt a courteous, professional and friendly approach.
  • ensure that our services, resources and information are accessible and up to date.
  • identify ourselves in all dealings with you.
  • provide opportunities for you to provide feedback about our services and interactions.
  • treat your dealings with Council with the utmost discretion.
  • provide information which is timely, accurate and responds to your request.
  • keep you informed about Council policies, decisions, actions, services and facilities.


Your Requests

All requests received from our customers, including complaints are documented to ensure we accurately understand your request. We may ask clarifying questions.

We aim to give our customers our full attention when listening to you.

If we cannot resolve your enquiry at first point your request will be assigned to an appropriate department for action or response and be given a due date and time for the action to be completed. 

If we are unable to fulfill your request within the due timeframe, we will contact you and keep you updated on the progress we are making. 

By Telephone

We will answer all calls promptly and aim to resolve enquiries where we can at the first point of contact. We will only transfer calls when the issue cannot be resolved at first contact.

When transferring your call, we will introduce you and pass on the information we have collected to the area that you have been transferred to.

When ending a call, we will leave a positive last impression and clarify any next steps or check to ensure we have resolved your request. 

Email / Written Requests

Written requests will be acknowledged and/or responded to within 5 business days.

A contact name, phone number and email address will be included on all outgoing correspondence, so you know who is managing your request.

In Person

We will be professional in our engagement with you and take the time to understand your request. 

We will wear a name badge to identify ourselves, so you know who you have spoken to.

We will treat you with courtesy and respect.

We will ask for assistance from another part of the business or our supervisor if we feel we need more support or cannot assist you with your enquiry.

Online

We will provide an accessible website for our customers.

We will ensure that all information is correct and relevant.

We will outline the range of customer service contact methods on our website.

Social Media

We also use social media sites to share information, promote activities and events, connect with the community and to highlight engagement opportunities.

Whilst an option for comments is often provided on these posts, requests for service cannot be submitted via these channels. 

How you can help us?

You can assist Council in meeting its customer service standards by:

  • providing complete, accurate and detailed information about the matter including your name and contact details when making a request; 
  • focusing on the facts of your request to ensure we have a clear understanding of the issue;
  • treating our staff with courtesy and respect. Disrespectful conduct will not be tolerated; 
  • providing us with feedback after our engagement with you so we can learn and improve our services;
  • being clear on your preferred method of contact such as email, telephone or mail and keeping your details up to date with us; and
  • arranging an appointment or suitable time to meet with Council staff to discuss your application or concern if required.

You may choose to remain anonymous, but we will be unable to contact you to follow up with you on your request.

If you are specifically requesting enforcement support, Council may require specific information so that we respond and document the matter appropriately.

Improving our Service

Moira Shire Council is committed to tracking and understanding our performance and improving and simplifying our processes to ensure continuous improvement. 

If you feel that our service standards have not been met, please let us know by emailing info@moira.vic.gov.au.

How you can contact us

Moira Shire Council 
PO Box 578, Cobram VIC 3643
(03) 5871 9222
info@moira.vic.gov.au
133 677 (National Relay Service)

Call Centre Hours
Monday to Friday 8.30am – 5:00pm

Main Administration Centre
44 Station Street, Cobram, Victoria
Office Hours: Monday to Friday 9.00am – 4:30pm

Service Centre
100 Belmore Street, Yarrawonga, Victoria
Office Hours: Monday to Friday 9.00am – 4:30pm
Closed daily between 12noon and 1.00pm

We are committed to being accessible to the community and will provide a telephone service that can capture information and requests outside normal business hours.

This after-hours service includes the ability to transfer to an on-call officer, however in cases of emergency please call 000.

Our office hours change on public holidays and during extended periods over Christmas / New Year.

 

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