Customer commitment - easy read

How we work with our customers

Who we are

We are Moyne Shire Council. We want to give you good service. We want you to feel welcome and respected.

What we promise

We will:

• Be friendly, polite and honest
• Listen to you carefully
• Treat you fairly
• Keep your information private
• Try to help with your request
• Make sure our services are easy to use
• Say sorry and fix things if we make a mistake
• Only promise what we can deliver
• Respect your opinions and needs
• Follow privacy laws

How you can help us

Please:

• Be polite to staff
• Give us correct information
• Tell us if your details change
• Be honest
• Understand what we can and can’t do
• Give us feedback

Our values

We follow 5 important values:

• Collaboration – working together
• Respect – treating everyone kindly
• Trust – being honest
• Accountability – taking responsibility
• Integrity – doing the right thing

How we help you

In person

• Staff wear name badges
• We will greet you when you arrive
• If staff are busy, they will still make eye contact to show they see you

On the phone

• We answer calls politely and say our name
• If we can’t help right away, we will call you back within 2 business days
• We will tell you who you are being transferred to
• If we call you, we will say who we are and where we work

In writing

• We will reply to letters and emails within 10 business days
• We will let you know we got your email within 2 business days
• Our replies will be clear and easy to understand

Online

• We will reply to messages and comments as quick as we can
• We will be respectful and kind
• Our website will be easy to use and up to date
• Information will be clear and helpful

Service requests

If you ask us to fix something or help with a service:

• We will respond within 25 business days
• If it is a safety issue, we will act faster
• You will get a reference number to follow up
• We will keep you updated

Respecting everyone

We understand people are different.
We respect differences in:

• Race
• Culture
• Religion
• Language
• Sexuality
• Gender
• Abilities

Zero tolerance

We will not accept:

• Threats
• Aggressive behaviour or language

Getting information or talking to us

You can find office hours and locations on our contact us page or by calling us on 1300 656 564.
If offices are closed, we will put up a notice and share it online.

Feedback and complaints

We want to hear from you.
You can:

• Say thank you
• Make a complaint
• Give ideas to help us improve

If we make a mistake, please tell us.
We will try to fix it quickly.

What is a complaint?

A complaint is when:

• You are not happy with our service
• You think we didn’t do what we promised

A complaint is not:

• Asking for help
• Reporting a problem like a fallen tree
• Asking for information
• Arguments with neighbours
• Legal issues or appeals

If you are still not happy, you can contact the Victorian Ombudsman.