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Community engagement helps Council plan and decide the right things to do, while Customer Service helps ensure residents are well supported when they need help. Together, both aim to build trust and improve how Council serves the community.
One of the first actions in our new Council Plan (2025-29) is to review our Community Engagement Policy to understand how we can better reach and hear from our community, and to review the Putting Customers First Strategy to continue to reflect our commitment to customer service.
We're keen to hear from as many residents as we can throughout these reviews and you can be part of these conversations in a number of ways. Navigate to each project below to learn more and share your thoughts by midnight Tuesday 30 September 2025.
We regularly ask our community to help shape and improve our services. This can include opportunities to provide feedback on a strategy, a Master Plan, completing a survey, or chatting with staff.
Council’s Community Engagement Policy guides our best practice approach to listening and supporting you.
Find out more below.
The Putting Customers First Strategy 2021-2024 is Council’s commitment to achieving excellent customer service.
The Putting Customers First Strategy was delivered across three years, with a year-on-year focus on becoming leaders in the customer experience space.
We're also reviewing and updating our Complaints Policy as part of this project.
It’s time to review the Community Engagement Policy to help us reach and listen to more people in our community.
We're keen to know:
Your feedback will help shape the updated Policy, which will be shared for comment in early 2026.
Download our conversation pack to engage in a way that works for you, then send it back to us. It's so easy!
Community engagement means having real conversations with our community, listening to your ideas and feedback, and using what we hear to help guide our decisions.
Council undertakes community engagement so we can listen and support you and we make better decisions when the community is involved from the start. Your input helps shape and inform our plans, strategies and projects right from the beginning.
We engage with the community for any project, plan or decision that will impact the community. We also engage if Council is planning to change strategic direction. This can include new developments or major projects, trials or new programs or services, and new strategies, plans or policies.
Many people prefer to connect online, but we know everyone’s different. That’s why we’ll keep offering different ways to get involved, so you can choose what works best for you. This includes in-person opportunities, workshops, surveys and quick-polls.
Our small team at Council supports project teams and our community to make sure your voice is heard in our projects and plans. You might see us at events or pop-ups around the City.
Got ideas or questions? Email us anytime at communityengagement@maribyrnong.vic.gov.au.
Since 2021, we've used a new online engagement platform which provides a greater range of feedback tools. This includes large or short surveys, quick polls, forums, online post-it boards and the budget fund-it tool to prioritise funding for Council services.
We currently have over 5,500 members who have registered on the site who receive regular notifications when new opportunities open to share their feedback.
In 2023, we updated the Your City Your Voice homepage to make it easier to use and more accessible for everyone.
This included:
We have improved accessibility on both Council's website and Your City Your Voice by adding the UserWay Accessibility widget.
UserWay helps make websites easier to use for people with different accessibility needs. It offers features like text enlargement, contrast adjustments, screen reader support, and keyboard navigation. These tools support people with vision impairments and motor difficulties, among others, making it easier for everyone to access and engage with our online services.
The Maribyrnong Matters Community Panel is a group of community members who opt-in for greater involvement in Council engagement activities.
Anyone can join and it gives community members a chance to share their views, learn about local issues, and help Council make better decisions. It’s a way for people who are connected to the City of Maribyrnong to shape the things that are important to them.
Launched in February 2025, the Youth Hub is an online space for young people in Maribyrnong.
It shares information about local events, programs, support services, and opportunities for youth. It also gives young people the chance to share their thoughts in a safe environment to help shape programs, services, and Council’s strategic thinking on issues that will impact their futures.
Since it was endorsed in February 2021, our first Community Engagement Policy has set out principles to guide open, clear, meaningful, and accountable engagement across our projects.
To ensure this remained relevant, we asked the community in late 2022 how we were doing with engagement. Key findings are listed below.
Now, with one of the first actions in our new Council Plan (2025-29) being to review this Policy, we are engaging once again to keep improving how we reach out, hear from, and listen to the community.
Council can arrange a telephone
interpreter for you on 9688 0200
TIS: 131 450
NRS: 133 677 or 1300 555 727
www.relayservice.com.au
Have questions or want to learn more about a project, contact us below:
| Name | Community Engagement Team |
|---|---|
| Phone | (03) 9688 0200 |
| communityengagement@maribyrnong.vic.gov.au | |
| Website | www.maribyrnong.vic.gov.au/ |
