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 is 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.
You can have your say by:
- Completing the online survey
- using the Speak Pipe tool to leave a voice message
- Writing to, phoning or emailing Council.
Consultation remains open until 23 April, 2026.
