Increased Response Times for Customer Relations

Our Customer Relations team are currently experiencing a high volume of enquiries and working to respond as quickly as possible. We apologise for any delays and appreciate your patience. For urgent matters, please contact us at 1300 063 5845 or 9364 0666. Thank you for your understanding.

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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 provide the best possible experience. Our customers are our residents, visitors, ratepayers, businesses and workers.

Our Customer First Charter and Standards.

 

Certified Complaint Management System

Certifcation is essential to good corporate governance and risk management.

The City of Melville is a certified complaint management system organisation. Annually accredited through a rigorous evaluation and certification program by the Customer Service Institute of Australia (CSIA), our commitment to excellence is recognised by the International Standards Accreditation Board of the International Council of Customer Service Organisations (ICCSO). Our certification signifies adherence to globally recognised standards, setting us apart as a leader in effective complaint management.
We pride ourselves on implementing robust complaints handling procedures that meet the high benchmarks established by the CSIA and ICCSO.
 

Our Customer Relations Team

Our Customer Relations Team are the first point of contact when you contact the City, and they take approximately 6,000 calls monthly. Other services they offer are:

  • Customer Service presence at main community events
  • Online services
  • Call back requests
  • Live Chat during business hours
  • Building applications
  • Feedback management

Rate Us

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.

We welcome customers attending the Customer Information Centre at the Civic Centre to rate our services with a quick and universally recognised smiley face survey available at all counters. Please rate us by selecting a smiley emoji to tell us when we have done a  good job , or how we can better serve your needs.
 
Working Together

We will help you by:

  • Listening.
  • Treating you with dignity and respect.
  • Being fair and honest.
  • Providing clear and accurate information.
  • Seeking to resolve your request at first contact.
  • Respecting and maintaining your privacy and confidentiality.
  • Keeping you informed.
 Please help us by:
  • Providing accurate, timely and relevant information.
  • Treating staff with respect and dignity.
  • Respecting the rights of other customers.
  • Respecting community property.
  • Providing us with constructive and honest feedback
Our Customer First Standards

We aim to:

  • Answer phone calls promptly during normal business hours.
  • Attend to you personally within five minutes of your arrival.
  • Call you back by 5.00pm the next business day, if requested.
  • Respond to social media enquiries within the next business day.
  • Respond to your written correspondence within ten working days. If more time is needed, we will let you know.
Our Commitment to You

We will:

  • Provide a prompt, friendly and professional customer experience.
  • Promptly answer your enquiries via whichever way you choose to communicate with us.
  • Welcome your feedback at any time to help us improve.
We Value your Feedback

We would like to hear from you whether you have a request for service, a compliment, a complaint or a suggestion.

Your feedback assists us to identify strengths and problems 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 and customer complaints management policies
  • 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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The City of Melville acknowledges the Bibbulmun people as the Traditional Owners of the land on which the City stands today and pays its respects to the Whadjuk people, and Elders both past and present.

City of Melville nagolik Bibbulmen Nyungar ally-maga milgebar gardukung naga boordjar-il narnga allidja yugow yeye wer ali kaanya Whadjack Nyungar wer netingar quadja wer burdik.