This consultation is now closed. Thank you to all those who contributed suggestions. Further updates on this project will be provided by this page.

Draft Customer Service Charter

Everyone who works for or interacts with Council deserves to be treated with dignity and respect.

The Draft Customer Service Charter outlines Moonee Valley City Council’s values and commitments when to comes to serving the community. It’s a promise we make to each customer to deliver the best experience in every interaction.

It also sets out expectations about how our people are treated at work and, where circumstances determine, the measures the Council will put in place to protect staff health and safety.

Draft Complaints Handling Policy

Council recognises that good complaint handling is integral to a good customer experience. Feedback from the community helps us understand what we're doing well and what we need to improve.

A complaints-handling policy is also required under the Local Government Act 2020.

The Draft Complaints Handling Policy applies to all complaints from members of the public about Council services, employees of Council, Council’s contractors, decisions and delegated committees of the Council.

Have your say

The community was invited to provide feedback about the draft Policy and/or Charter, to ensure these documents offer everyone confidence that Council has in place a clear and robust approach to complaints and customer experience.

Consultation was open from 25 March until 23 April, 2026.