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Our Customer Service Commitment

We are committed to delivering great service to our customers and actively promote a culture that strives to exceed our customer’s expectations. Our customers are our residents, visitors, ratepayers, businesses and workers.

Our Customer Service Charter outlines our commitment to provide good governance and quality services for the City of Melville community.

Our Customer Relations Team

Our Customer Relations Team are the first point of contact when you contact the City, and they take approximately 7,000 calls monthly. Other services they offer are:

  • Customer Service team presence at main community events
  • Online services
  • Online welcome packs to new residents
  • Facebook posting and response
  • Live Chat
  • 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.

Our Customer Service Charter

Our Customer Service Charter guides our partnership with you. 

We have introduced this Charter to firm our strong commitment to providing you with 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

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
Our Customer Service Standards

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
Our Commitment to You

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 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 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 visit our Report Minor and Serious Breach page.

Handling your Feedback

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
Resolving 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.

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