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
Employees at all levels will connect with customers through real time information. Any signs of threatening or unreasonable behaviour may result in:
- Communication being ceased
- Access to services and facilities being discontinued
We 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
- If you request a call back, we will respond by the end of the next day (one working day)
- Respond to social media enquiries within the next business day
- Respond to your written correspondence within ten working days. If this is not possible, we will acknowledge your enquiry by stating when you will receive a response and who will be handling your enquiry
We continue to work towards excellence by:
- Providing prompt, friendly and professional customer service over various channels: online, telephone, email, social media and live chat
- Actively informing you of what's happening in your suburb
- Promptly answering your enquiries in whichever channel you choose to communicate with us
- Welcoming your feedback, comments or suggestions at any time to help us to improve out services
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 service
- The behaviour of a employee, contractor or Elected Member (Councillor)
- The action or lack of action by us, which results in failure to deliver on a commitment
- A third party who is under our jurisdiction
Submit your feedback about our services
If you have an issue relating to an Elected Member or employee of the City of Melville, please direct your feedback here.
When receiving your feedback we will:
- Acknowledge and address your feedback promptly
- Treat it confidentially and in accordance with our customer feedback management policy
- Consider all relevant information regarding your feedback and seek resolution
- Communicate to you any decisions or actions taken regarding your feedback
We are 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.