The Customer Service Charter outlines the City of Melbourne’s values and commitments to our customers. It’s a promise we make to each customer to deliver the best experience in every interaction. So we encourage you to reach out.
Working together, we can shape a vibrant future for Melbourne.
Our commitment to you
We aim to provide exemplary customer service and seamless, connected customer experiences.
We are committed to:
- being caring and empathetic when speaking to you
- understanding everything you need, and why it is important to you
- helping you quickly find the right information or person to talk to the first time
- being up-front, setting honest expectations and keeping you up to date
- taking ownership of your enquiry and ensuring it is resolved
- being curious and willing to learn so we can unlock opportunities and better ways to help you.
We are also committed to understanding our neighbourhoods, which helps us better connect and respond to unique community and customer needs.
We encourage you to contact us on our official channels. When you do so we commit to the following response and resolution times.
Response times
When you contact us, we aim to meet the following response times:
Phone, live chat or in-person
We will endeavour to respond immediately, or minimise your waiting time.
Email or social media
We will acknowledge your message within one business day.
Resolution times
After you contact us, we will record your request in our system and provide a reference number. Then we aim to meet the following resolution times:
When you ask a question
We will attempt to resolve your enquiry when you first reach us. If this is not possible, we will contact you within three working days with an answer or a timeframe for resolution.
When you report an issue or request a service
We will give you a specific timeframe for completion and then tell you when your request is complete.
If we require more time to complete the work, we will update you with a revised timeline and the proposed course of action. If we cannot action your request (for example, due to regulatory constraints or specific circumstances), we will contact you and tell you why.