Our Customer Service Commitment
The City of Melville is committed to delivering great service to our customers and actively promotes a culture that strives to exceed our customer’s expectations. Our customers are our residents, visitors, ratepayers, businesses, workers and shoppers.
The City is committed to a partnership with you, to achieve community well being, for today and tomorrow.
The Customer Relations Team
The Customer Relations Team are the first point of contact for the City, with over 7000 calls taken monthly. Other services the contact centre offers beyond the original services include:
- Customer Service team presence at community events
- Online services
- Welcome packs to new residents
- Meet and greet residents with the Mayor at local shopping centres
- Facebook posting and response
- Live Chat
- KSD refunds
- Building applications
- Feedback management
We continuously use customer data and insights to make decisions to improve our relations with customers. Without analytics, we wouldn’t know what our customers want.
Customer Service Charter
The Customer Service Charter guides the City’s partnership with you. We value you as our customers, and have introduced this charter to firm our strong commitment to providing a high standard of service, and ensuring consistency and sustainability in service delivery.
Working together
We can help you by taking ownership of your enquiry by:
- Listening to you
- Treating you with dignity and respect
- Being fair and honest
- Providing your with clear and relevant information
- Seeking to resolve your request in the first instance
- Respecting and maintaining the privacy and confidentiality of your information
- Keeping you informed of progress
You can help us to provide you with the best possible service by:
- Providing us with accurate information so we can respond appropriately to your enquiry
- Behaving with courtesy and respect
- Respecting the rights of other customers
- Respecting community property and
- Providing us with feedback
Our Service Standards
The City of Melville will be responsive to all your enquiries. We aim to:
- Answer your phone calls promptly during normal business hours
- Attend you personally within five minutes
- Complete all of your business during your first contact
- If you request a call back, we will respond by the end of the next day
- Respond to your emails within two working days
- Respond to other correspondence (letter or fax) within ten working days
- Respond to social media enquiries within the next business day
Employees at all levels will connect with customers through real time information, online interaction, by telephone, and in person. Any signs of threatening or abusive behaviour may result in:
- Communication being ceased
- Access to services and facilities being discontinued
We value your feedback
We would like to hear from you whether you have a request for service, a compliment, a complaint or suggestion.
Your feedback assists us to identify strengths and problems areas and generate ideas for service improvements. You can provide us with feedback on:
- The standard of a City of Melville service
- The behaviour of a City of Melville employee, contractor or Elected Member
- The action or lack of action by the City of Melville, which results in failure to deliver on a commitment
- A third party who is under the jurisdiction of the City of Melville
Submit your Feedback
Handling your feedback
When receiving your feedback we will:
- Acknowledge and address your feedback promptly
- Treat it confidentially and in accordance with the City’s Customer Feedback Policy
- Consider all relevant information regarding your feedback and seek resolution
- Communicate to you any decisions or actions taken regarding your feedback
Resolving your feedback
The City of Melville is committed to managing customer feedback in an accountable, transparent, timely and meaningful way. If you are not satisfied with the way your feedback was handled or resolved, we will:
If you need any assistance please don't hesitate to Contact Us
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