Our vision for Melbourne
The community’s vision for the City of Melbourne is that of a bold, inspirational and sustainable city.
Our commitment to you
The City of Melbourne’s Customer Focus Strategy commits us to being a leading customer focused organisation.
By engaging with the community, delivering simplified processes and exceeding expectations, we are committed to customer services that:
- are guided by our organisation’s five corporate values: integrity, courage, accountability, respect and excellence
- are focused on our customers’ needs and preferences, as expressed through consultation and feedback
- are delivered by skilled, motivated and courteous staff.
We are also committed to:
- recruiting customer-focused staff, regularly reviewing their performance and developing their skills
- ensuring information, resources and services are accessible to all
- respecting and protecting your personal information and adhering to all legislative privacy requirements
- taking responsibility for all City of Melbourne services, whether provided by us or by another service provider on our behalf
- using the right technology to help us manage customer interactions and improve our services
- reporting on the quality of our customer service delivery.
Community engagement
We make every effort to be inclusive and accountable for our organisations; decisions and how they are made. We:
- provide our community with clear and relevant information
- engage our community on issues that affect them
- listen to our community and consider their needs and aspirations
- offer alternative contacts or resources where an issues is not within our control
- provide explanations for our decisions and how community feedback influenced the decision
Our complaint resolution process
We do our best to resolve complaints within 10 working days. If we cannot resolve your complaint within 10 working days you will be kept informed of our progress. For more information on complaint resolution, see Complaints procedures or contact us.
Evaluating and improving our performance
The City of Melbourne uses customer satisfaction surveys, community engagement and third party audits to collect feedback from customers. Your feedback helps us to monitor and improve our services.
Our values
The City of Melbourne’s corporate values support our Customer Focus Strategy and Customer Service Charter.
Integrity
We take responsibility for our actions in an honest and open way.
Courage
We take steps to create new and better ways of doing business.
Accountability
We take responsibility for decisions and actions to achieve outcomes.
Respect
We consider and value the perspective and contribution of others.
Excellence
We continuously improve our performance to achieve outstanding outcomes for Melbourne.
More information