We value you as our customers, and have introduced this charter as an expression of our firm commitment to providing a high standard of service, and ensuring consistency and sustainability in service delivery.

We are committed to:

  • Providing prompt, friendly, courteous and efficient customer service
  • Striving to excel in customer service through continuous improvement, external benchmarking and identification of new technologies
  • Offering customer friendly systems and efficient processes
  • Actively seeking your feedback on our services to ensure they meet your needs

Council is committed to partnering with our local community through extensive consultation and participation.

We invite you to:

  • Attend Council and Committee meetings
  • Give us with your feedback or request a service via our many access points
  • Tell us about your vision of the future living and working in Manningham
  • Have your say on local projects and issues on Council's 'Your Say Manningham' website
  • Join the Manningham Household Panel by contacting Council's Engagement Team

Our Service Standards

We offer an in person or telephone service Monday to Friday, 8.00 am – 5.00 pm, and a twenty four hour seven days a week call centre service for after hours emergencies.

We aim to:

  • Answer your calls within twenty seconds
  • Attend to eighty percent of enquiries made in person at our Customer Service Counters within five minutes
  • Respond to letters within ten business days and keep you informed of progress on complex issues
  • Process service requests into our Customer Request Management system and respond within allocated timeframes
  • Process applications within allocated timeframes
  • Process  applications within statutory timeframes
  • Keep you informed and provide access to services through our website whenever and wherever you may be

How you can help us

  • Being courteous and respectful to our staff
  • Respecting the rights of other customers
  • Being completely honest and accurate in your dealings with us
  • Working with us to solve problems
  • Helping us to recognise our people by telling us when you have received excellent customer service
  • Telling us if we fall short in our service in any aspect, so we know how to improve our services

What you can expect from us

  • We will always act with honesty and integrity
  • We will always treat you with respect and welcome your feedback on our services, our processes and our people
  • We will listen carefully to what you have to say to ensure we can determine the most appropriate way to address your request
  • We will provide you with clear, accurate and timely information
  • We will treat your personal information with confidentiality
  • We will conduct regular customer satisfaction surveys