Wyndham Council is a large organisation delivering more than 100 services to the community. We recognise that providing our customers with a high standard of service that meets expectations is critical. And yes, we can continue to improve our service just as we have been doing over the past decade. We cannot change overnight but we are taking steps to change for the better.
Customer Service Charter
In July 2014 Council formally adopted its Customer Service Charter which formalises our commitments to our customers, how customers can help us and to set a number of contact standards. See the Customer Service Charter in full but in summary
We commit to:
- Providing a range of methods for you to choose when contacting Council
- Delivering prompt, honest and courteous service
- Listening and responding to your needs in a timely manner
- Working with you to provide the best solution
- Demonstrating technical and professional competence in providing advice
- Keeping you informed on the status of your enquiry where applicable
- Respecting your privacy and protecting your information
You can help us by:
- Contacting us using our listed contact methods
- Treating staff with honesty and respect
- Providing us with accurate and timely information
- Working with us to solve problems where possible
- Giving us sufficient time to respond to your requests especially when they are complex in nature
- Engage in providing feedback to Council in relation to our services so we can continue to improve our service delivery
Of course these are only a couple of steps in the process ahead. So here is where we need your help: If you have had recent contact with Council, please contact Council's Customer Service Coordinator to outline how satisfied you were with the quality of the service you received. In keeping with the above, Council would like to recognise staff that have shown the attitude and behaviour needed to provide good service. Similarly if there are some areas that need improvement, we need to know about it.
Protected Disclosure Procedures
Protected Disclosure Act 2012
Wyndham City Council is required to establish and publish procedures under s 58 of the Protected Disclosure Act 2012 (“Act”) and in accordance with the Guidelines of the Independent Broad-based Anti-corruption Commission (“IBAC”) published under s 57 of the Act. The Council is required to ensure these procedures are readily available to members of the public as well as internally to all Councillors and employees of the Council.
These procedures are a resource for disclosers and potential disclosers, whether a public officer or an external member of the public;essentially, any individual who wants to find out how to make a disclosure, receive the protections available under the Act, and how the discloser and their disclosure may be managed and handled by the Council.
These procedures cover:
- how disclosures may be made to the Council;
- how the Council manages the receipt of disclosures;
- how the Council assesses disclosures it is able to receive under the Act;
- notifications the Council is required to make about disclosures, to both disclosers and to the IBAC; and
- how the Council protects certain people from detrimental action being taken against them in reprisal for making a protected disclosure.
These procedures form an essential part of the Wyndham City Council’s commitment to the aims and objectives of the Act. Wyndham City Council does not tolerate improper conduct by the organisation and its public officers nor the taking of reprisals against those who come forward to disclose such conduct.
Wyndham City Council recognises the value of transparency and accountability in its administrative and management practices, and supports the making of disclosures that reveal improper conduct or the taking of detrimental action in reprisal against persons who come forward to report such improper conduct.
Wyndham City Council will take all reasonable steps to protect people who make such disclosures from any detrimental action in reprisal for making the disclosure. It will also afford natural justice to the person or body who is the subject of the disclosure.
Charter Of Human Rights
The Victorian Charter of Human Rights and Responsibilities Act 2006 is a law that protects the human rights of all people in Victoria.
The Charter requires all public authorities, including local councils, to act compatibly with human rights in the delivery of services and when making decisions.
Wyndham Council recognises and respects that everyone has the same human rights entitlement to allow them to participate in, and contribute to, society and our community. We recognise that all persons have equal rights in the provision of, and access to, Council services and facilities. When determining whether a right can be reasonably limited, the interests of all the parties are balanced and considered.
The Charter sets out a list of twenty rights that assist all people to live with freedom, respect, equality and dignity.