Customer Charter

Our goal

Yarra Ranges Council aims to deliver exceptional service that caters to the needs of our customers and community. The customer charter is our commitment to handling enquiries and requests in a manner that makes it easier for you to access our services, that is empathetic to your needs and has a strong customer focus.

Our principles

Easy and fair

We will ensure you are treated fairly and respectfully and make it easy for you to connect with us.


We will use your feedback to make decisions about how we can improve our services.


We provide clear expectations about the way your requests are managed, and keep you informed throughout the process.


We will ensure you have a consistent experience each time you contact us.


You are able to contact us in the way that best suits you, and the way we communicate with you is clear and informative.

Contact Standards

Please note all time frames within the following section refer to business days. We will endeavour to meet these time frames each time, however some enquiries are more complex than others. If we fall outside of the time commitment we will contact you with an update.


We aim to resolve all enquiries at first point of contact. If the appropriate team or officer is not available, a call back will be made to you within 1 day to resolve your enquiry or advise how your enquiry is being managed.


We aim to resolve email enquiries within 2 days. If the matter is complex, we will advise you of how your enquiry is being managed. We will resolve all complex enquiries within 10 days.

Online requests

We will process online requests within 1 day.


We will resolve written enquiries within 10 days. If we cannot meet this time frame, we will advise you of how your enquiry is being managed.

Social Media enquiries

We will respond to Social Media enquiries within 1 day. If the enquiry is complex and further investigation is required, we will advise you of how your enquiry is being managed.

Contact Us

You can contact us online, in person or on the phone. 

Contacting your Councillor

To view your Councillor’s contact details, please visit

Complaints Policy

To view our complaints charter, please visit

Customer Experience Strategy

Our Customer Experience Strategy is guiding our efforts to improve our Customers’ experience with Council. To view the strategy, please visit 

TTY (for hearing or speech impaired)

133 677 National Relay Services (NRS) for callers who have a hearing, speech or communication impairment and for Text Telephone (TTY) or modem callers.

1300 555 727 National Relay Service (NRS) for callers using Speak and Listen Relay.


131 450 Translating & Interpreting Services (TIS) National. An interpreting service is available if required.

Chinese Simplified

如需要,可拨打全国翻译服务处(TIS)的电话 131 450 提供口译服务。

Chinese Traditional

如需要,可撥打全國翻譯服務處(TIS)的電話 131 450 提供傳譯服務。

Chin Hakha

Holhlet na herh ah cun Translating and Interpreting Services (TIS) kha 131450 ah chawnh in hlohleh rian tuawn nak kha hman khawh a si.


Indien nodig kunt u onze tolken- en vertaaldienst Translating and Interpreting Services (TIS) bellen op 131 450 om met een tolk te spreken.


Un servizio di interpretariato è disponibile, se richiesto, contattando i Servizi di traduzione e interpretariato nazionali (TIS) al numero 131 450.

Personal information protection

Yarra Ranges Council is committed to the protection of personal information provided by our customers, in accordance with the requirements of the Privacy and Data Protection Act 2014 and the Freedom of Information Act 1982.

Please note: telephone numbers of in-coming calls to Council may be collected on Council’s telephone system