We are committed to providing high level customer service to our growing and changing community.
This customer charter outlines the standards that you can expect when you contact us to request a service or to conduct business. These standards are our commitment to you as a member of this vibrant and growing community.
We will:
We will reply within 2 business days when you contact us via email at info@whittlesea.vic.gov.au.
If the matter cannot be finalised in that time, we will let you know the time needed for a final or more detailed response to be provided.
It may be that your enquiry is complex and requires research for an appropriate response to be provided.
If this is the case we will provide you with the name and contact details of the staff member handling your email request.
We will answer your call promptly and professionally and if your enquiry cannot be resolved by the officer who answers your call we will connect you with the right person.
If you contact us outside our normal business hours of 8.30am to 5pm (Monday to Friday) we provide an After Hours service for emergency issues.
If you leave a phone message we will return your call within 1 business day.
If the matter cannot be finalised in that time, we will let you know the time needed for a final or more detailed response to be provided.
It may be that your enquiry is complex and requires research for an appropriate response to be provided.
We will reply within 5 business days from the date we receive your letter.
If the matter cannot be finalised in that time, we will let you know the time needed for a final or more detailed response to be provided.
It may be that your enquiry is complex and requires research for an appropriate response to be provided.
Our main service centre is at the Civic Centre, 25 Ferres Blvd, South Morang however we have other sites throughout the municipality.
In order to support you to conduct business with us from our major sites we provide a courtesy telephone and our team will be available to help you get in contact with the right people.
We are committed to achieving equality for people of all abilities in our inclusive, diverse and fast growing municipality.
To ensure our services and our staff are accessible to our entire community we offer a range of options to assist you when you communicate with us.
If you are deaf or have a hearing or speech impairment:
If you require an interpreter:
We are committed to the responsible collection and handling of your personal information. We collect and use information to provide you with the services you require.
You can access our Information Privacy Policy online or we can send a copy to you.
If at any time you wish to discuss an issue related to your privacy please contact us.
If you are dissatisfied with any of our services and would like to let us know please contact the department who provided the service and discuss the problem.
Our team will take responsibility for assisting you to resolve your complaint.
If a complaint is considered to be made in bad faith, we may choose not to respond to the complaint.
You will receive a letter acknowledging your complaint however the issue may not be addressed if it is deemed to be frivolous or vexatious in nature.
If you would like to pass on a compliment to a member of our team you can complete a feedback form, email or write in or just give us a call.
Your positive feedback is both appreciated and celebrated.