Our Customer Charter

Together, we strive for excellence in service and satisfaction 

 Our commitment to you is that we will:  

• Ensure our services and staff are accessible to our entire community of residents, businesses, vendors, and visitors
• Make it as easy as possible for you to engage with us
• Listenfirst and then ask the right questions so we can provide the best options for you to have your matter resolved 
• Take responsibility for and respond to your request in a timely and professional manner
• Provide regular updates on requests via your preferred communication method
• Learn by seeking and using your valuable feedback so we can continuously improve
• Strive to do what we say we will do

You, as a community member, have the right and responsibility to:

• Be treated with courtesy and respect 
• Understand why and how decisions that affect you have been made
• Request that a decision be reviewed and know it will be done fairly, based on facts and evidence
• Have your views and concerns heard without fear of reprisal
• Share your views and concerns in respectful and lawful ways

Councillors and staff have the right to:

• Be treated with courtesy and respect
• Provide reasons for decisions and to ensure those decisions are open to transparent and independent review
• Feel safe at work, there is a zero tolerance of abusive, violent, or offensive behaviour, or behaviour which because of its frequency poses a threat to their health and/or safety
• Expect honesty, cooperation, and reasonable assistance from the community

The City of Whittlesea is committed to providing excellent service and satisfaction to its community members, including residents, businesses, vendors, and visitors. As part of this commitment, the City has developed a Customer Charter that outlines the standards of service you can expect from us.

Our goal is to make it easy for you to engage with us and ensure our services and staff are accessible to everyone in the community.

We listen to your concerns and ask the right questions to provide you with the best options for resolving your matter.

We take responsibility for responding to your requests in a timely and professional manner and keep you updated on the progress of your requests.

We value your feedback and use it to continuously improve our services.

We always strive to do what we say we will do and meet the standards outlined in this Charter.

Our commitment to you

As a community member, you have the right to be treated with courtesy and respect, to understand why and how decisions have been made, and to request that a decision be reviewed fairly based on facts and evidence. You also have the right to have your views and concerns heard without fear of reprisal, as long as you express them in a respectful and lawful manner.

Our expectation from you

In return, we expect community members to treat our councillors and staff with courtesy and respect, provide honest and reasonable assistance, and refrain from abusive, violent, or offensive behaviour that may pose a threat to health, safety and wellbeing.