Between 2021-24, we've enhanced our digital tools and expanded online service offerings, providing our customers with greater choice in how they interact with us. This includes providing real-time access to information and services.
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Help us continue to best serve you
Council's Putting Customers First Strategy 2021-2024 is our commitment to delivering excellent customer service. The Strategy has been a whole-of-organisation approach, with a key focus on both external and internal customers.
The Strategy was delivered across three years, with a year-on-year focus on becoming leaders in the customer experience space in local government.
The current Strategy, as well as our Complaints Policy, has now reached the end of its life and we're working on updated documents that reflects our commitment to customer excellence.
The Complaints Policy is designed to:
- outline Council's position for complaints management
- provide a friendly and accessible avenue for customer communication, feedback and complaint management
- ensure complaints are dealt with in a fair, unbiased, timely and confidential way.
Help us update these documents by sharing your customer service experience in the survey below.
Feedback closes midnight Tuesday 30 September 2025.
Customer Service are a busy team. In the last 12 months, we've managed:
How we support you:
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We've delivered a Customer First learning and development program across the organisation. This has equipped our teams with the skills needed to consistently deliver customer excellence.
Translation and support
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
Contact Us
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/ |
