Customer Commitment
Our promise
Yarra Ranges Council will deliver exceptional customer service that caters to our community’s needs by being responsive to all enquiries and requests, consistently accountable to our promises and helpful by looking for solutions and proactively assisting where we can.
Accountable
- We take ownership for resolving customer requests.
- We provide clear timeframes for action and make ourselves accountable to meet them.
- We are honest and give straight answers.
- We own our decisions and are clear as to why.
- We will use feedback so we can do better next time.
Helpful
- We are considerate of customer's unique circumstances and have genuine care for our community.
- We look for solutions and focus on 'how we can' and not 'why we can't'.
- We are easy to work with and make things simpler for our customers.
- We support our customers through our processes.
- We give our customers the freedom to choose how they do business with us.
- We make sure our communication style suits customers' needs.
Responsive
- We respond to customer enquiries as soon as we can.
- We let our customers know what to expect, when they will hear from us and how things are tracking.
- If we can't solve your issue within the specified time, we’ll let you know when you can expect a response.
Response times
Please note all time frames refer to business days. We endeavour to meet these response times each time, however some enquiries are more complex and may require more time. We will keep you updated if we need more time to respond.
| Contact method |
Response time |
| Phone |
Resolved at first point of contact, or a call back within 1 day to resolve your enquiry or advise how we are managing your enquiry.
|
| Email |
Response within 2 days for enquiries, or 10 days for complex matters. We will notify you if the matter is considered complex.
|
| Online |
Processed within 1 day.
|
| Post |
Response within 10 days.
|
| Social media |
Response within 1 day.
|
| Escalated complaints |
Response within 15 days. Refer to our Complaint and Unreasonable Behaviour Policy for more information.
|
| |
|
Contact us
You can Contact us online, in person or on the phone.
Contacting your Councillor
To get your Councillor’s contact details, please visit yarraranges.vic.gov.au/councillors
Complaints and Unreasonable Behaviour Policy
To read our complaints charter, please visit yarraranges.vic.gov.au/customercomplaints
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.
TIS
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.
Dutch
Indien nodig kunt u onze tolken- en vertaaldienst Translating and Interpreting Services (TIS) bellen op 131 450 om met een tolk te spreken.
Italian
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.