Service Commitment

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 attached to see the 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

Customer Service Charter

Our Vision

Diverse People, One Community, Our Future.

Our Mission

We strive to serve the best interests of the Wyndham community by providing quality services; managing growth; and supporting residents to lead healthy, safe, vibrant and productive lives, while protecting our local environment.

Our Values

Wyndham City’s Values support our Customer Service Charter:
 

  • Integrity: Applying moral & ethical behaviour, encompassing honesty, openness and respect
  • Community Focus: Working for and with the community in the best interests of Wyndham
  • Respect: Being aware of others values, beliefs and opinions appreciating that they could be different from our own and treating them accordingly
  • Commitment: Adhering to our core values through our commitment to achieving our vision and mission Leadership: Creating an environment that empowers individuals, the organisation and the community to achieve our vision and mission
  • Teamwork: Working collaboratively and collegially to achieve agreed outcomes by the team

What We Do

Wyndham City Council is the largest local provider of a range of services, information and resources, for residents and visitors to this municipality. We are committed to being a customer
focused organisation and believe that those who work or live in the City, or who visit the City have the right to expect services of the highest quality.

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.
  • Trying to identify suitable assistance if we do not provide the service you require
  • Demonstrating technical and professional competence in providing advice
  • Providing an explanation of the reasons for our decision
  • Providing information that is current, relevant and easily understood and in a variety of alternate formats if required
  • Keeping you informed on the status of your enquiry where applicable
  • Respecting your privacy and protecting your information
  • Recruiting customer focussed staff, regularly reviewing their performance and developing their skills

You Can Help Us By

  • Contacting us using our listed contact methods
  • Treating staff with honesty, courtesy and respect
  • Providing us with accurate, full and timely information
  • Working with us to solve problems, where possible
  • Giving us sufficient time to respond to your requests based on our advertised service standards
  • Advising us when your personal details change
  • Advising us of your access requirements if required
  • Engage in providing feedback to Council in relation to our services so we can continue to provide high quality services

How to contact us

  • contact us online
  • writing to us at PO Box 197 Werribee Vic 3030
  • telephoning us on 1300 023 411
  • emailing us mail@wyndham.vic.gov.au
  • or visiting the main Council office at 45 Princes Hwy Werribee (Monday to Friday 9am to 4pm)

Language Assistance

If you require an interpreter or translation you can contact the National Translating and Interpreting Service (TIS) on 131 450 and ask them to telephone Wyndham City on 03 9742 0777.

This is a free service for Council related business.

National Relay Service

If you are deaf or have a hearing or speech impairment you can call through the National Relay Service.

  • TTY users phone 133 677 then ask for 1300 023 411
  • Speak and Listen (speech-to-speech relay) users phone 1300 555 727 then ask for 1300 023 411
  • Internet relay users connect to the NRS (relayservice.com.au) and then ask for 1300 023 411

We Value Feedback

If you are pleased with our service let us know by using any of the contact methods above as this feedback gives us the opportunity to recognise the good customer service skills of our staff. We would also appreciate your participation in any of our formal customer surveys so we can continue to benchmark our performances.

Complaints

Unfortunately there are times when we may not meet your expectations. If you are not pleased with our service, let us know so that we can attend to your complaint quickly.

Please refer the full description of our complaint handling process.

Use of Council’s website

Our promise

Our aim is to provide easy navigation of our website and that the information found is accurate, relevant and useful for you.

Measurement tools

  • Website has a user test survey for people who visit the site Supplied by Communications and Events.
  • Independent mystery shopping program (quarterly)

 

When you visit a Council facility

Our promise

  • We will aim to resolve face-to-face enquiries immediately.
  • Our buildings and grounds will be clearly signed for identification and provide necessary directions for access.
  • Our premises will be clean, tidy & safe.
  • Staff will arrive on time for any prearranged appointments.

Measurement tools

  • Resident feedback via site feedback cards summarised quarterly.
  • Annual Community Satisfaction Survey.

 

Response to customer requests

Our promise

  • Requests will be resolved in the nominated timeframe attached to the category.
  • Customers will be kept informed of any changes in relation to resolution commitments.

Measurement tools

  • Random survey of 30 requests per month.
  • Annual Community Satisfaction Survey.

Privacy and Anonymity

We respect the privacy of individuals and comply with the Privacy & Data Protection Act 2014 in the collection, use, storage, management, provision of access to and disposal of information.

VIew our Privacy Policy

 

 

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