The Customer Charter reflects Wyndham City Council’s dedication to putting our customers at the centre of everything we do. This Charter outlines our values and commitments to deliver the best experience in every interaction to satisfy customers’ needs. With this Charter, we aim to be responsive and transparent in all our interactions, making customers’ needs and satisfaction the cornerstone of our public service.

Our commitment to you

We value your experience, no matter how you contact us or who you speak with.

  • We will listen to you to understand your needs and why they are important, and we will treat you with courtesy and respect.
  • We will take ownership of your enquiry by helping you find the right information or person to talk to each time you contact us.
  • We will be upfront and honest about setting expectations and keeping you updated.
  • We are committed to delivering consistent and seamless experiences across all interactions.
  • Recognising the diversity within our community we are dedicated to continuously explore new ways to foster accessibility and inclusivity in all our services, and to act with sensitivity.

Responsiveness

Phone/ webchat/in person:
Our aim is to resolve your enquiry the first time you speak to us. If we need to connect you to a specialist team member, we will try to connect you with the right person the first time. If you are unable to speak to someone straight away, we will try to get back to you as soon as possible.

There are times when this is not possible and when this happens, we aim to respond to you within two (2) business days.

Social media:
If you contact us via social media, we aim to acknowledge your enquiry within two (2) business days.

Online
You can access information and request key services 24/7 on our website.

Email/Letter: 
If you send us an email you will receive an immediate acknowledgement that it has been received. We aim to get back to you within ten (10) business days. 

Our values

People are the centre of what we do. 
When we talk about “people” we are referring to everyone that lives, visits, works, and plays in Wyndham.  We value teamwork and the relationships, and we chose to communicate openly and respectfully.

We embrace new ideas and better ways of working. 
As a growth council it is important that we continue to support others to grow and improve.  We will act with curiosity and ask questions.

We are accountable to each other and the community. 
We will act with integrity, share our knowledge with others to achieve positive outcomes.

We create a safe and inclusive workplace. 
We recognise that diversity and differences can make us stronger.

How you can help

To help us deliver the best experience to you, we ask that you: 

  • Let us know when your contact details or circumstances change so we can keep our information up to date. 
  • Are polite and respectful towards our employees and other customers. Wyndham City Council supports a safe work environment including the use of appropriate language and behaviour, free from discrimination or harassment. 
  • Understand that we will not tolerate behaviour that is likely to put someone in physical danger or make them feel anxious, threatened, or disrespected.

Our employees are trained to report inappropriate conduct immediately and we reserve the right to end a call or ask you to leave, and we may contact the police if you refuse to comply.

Feedback

We welcome feedback about our service including compliments, comments, or suggestions to improve our service to you. Get in touch via any of our contact methods to let us know how we are doing.

Complaints:
We recognise the importance of good complaints handling as part of a quality customer service system. If you feel that the service we have provided has not met your expectations please take the time to let us know.  Complaints can be submitted via the council website, over the phone, email, post or in person. Further information on the Complaint Handling Policy can be found on our website.

Community Engagement

Community engagement is an important process that provides opportunities for community to have meaningful involvement and share lived experiences to inform Council’s decision making.

The Loop is Wyndham City’s online engagement space and allows community members to provide feedback on important projects from home or while on the move via their own electronic device.

https://theloop.wyndham.vic.gov.au/

Measuring success & continuous improvement

Our performance against our customer commitments is important to us and we prioritise evaluating our progress to understand whether we are meeting our commitments. We will use the feedback you provide to understand your experience and identify where we could have done better. 

  • We review and assess all our feedback, complaints, and compliments data to identify what we are doing well, and where we need to place more effort. 
  • We regularly survey a broad range of customers about their satisfaction with a range of Council services and use this data to inform where we need to focus our efforts.
  • We report how we are tracking publicly on our website.

Contact us

Online & Chat 24/7
Our online chat is here to help you navigate our website and answer general questions. We're here to help from 8am to 4.30pm, Monday to Friday.

While we strive for security, it's worth noting that online chats have their vulnerabilities. For details on how we securely handle your personal information over chat, see our Privacy Statement.

Chat with us is available via the right bottom corner of each page.

Call us
1300 023 411
8.00am – 5.00pm
Monday to Friday
For emergencies and critical incidents, we have a 24/7 afterhours service available.

Connect on social media
Facebook, Instagram, Twitter and LinkedIn.

Multilingual and translation services
You can choose a range of language options on our website, and our multilingual service offers assistance to people from a non-English speaking background.

Interpreter services
Call 131 450 for support in other languages:

National Relay Service
Contact Wyndham City Council through the National Relay Service using one of the methods below:

Email
mail@wyndham.vic.gov.au

Write to us
PO Box 197
Werribee 3030

Visit us

Civic Centre
45 Princes Hwy Werribee
8.30am – 5.00pm
Monday to Friday

Community Learning Centres

Tarneit Community Learning Centre
150 Sunset Views Boulevard, Tarneit
9.00am – 5.00pm
Monday to Friday

Point Cook Community Learning Centre
1-21 Cheetham Street, Point Cook
9.00am – 5.00pm
Monday to Friday

Manor Lakes Community Learning Centre
86 Manor Lakes Boulevard, Manor Lakes
9.00am – 5.00pm
Monday to Friday

Our commitment to privacy

Your privacy is important to us, and we view the protection of your data as an essential aspect of our dedication to full accountability across all our programs and initiatives.

Our Privacy Policy explains how Wyndham City Council manages your personal information in the collection, use, storage, management, provision of, access to and disposal of information to comply with the Privacy and Data Protection Act 2014.

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