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Moonee Valley City Council

Complaints

Services standards

At Moonee Valley, we aim to:

  • make the needs of our residents our focus
  • respond to requests in a timely manner and resolve issues quickly
  • take responsibility for our own actions
  • always make it easy for people to deal with us

We will respond to:

  • telephone messages within 24 hours
  • emails in two working days
  • all written correspondence within five working days

If a matter cannot be resolved within five working days, we will inform you and provide a date when you can expect to hear from us.

 

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Noise complaints

Property owners and tenants are responsible for making sure activities on their property don't have a negative impact on their neighbours.

For information on what is considered unreasonable noise, read the Environment Protection (Residential Noise) Regulations 2008.

Reporting a noise nuisance

We suggest you speak to the person causing the noise first. Often people don’t realise they are disturbing their neighbours and the issue can often be resolved quickly.

If this does not work, you may consider approaching the appropriate authority to help:

Environment Protection Agency - 1300 372 842
Noise from homes, music noise from licensed premises, noise from industrial premises.

Victoria Police - 000
Residential noise occurring outside business hours, noise from licensed venues including, noise from patrons outside an entertainment venue and music noise.

Council (during business hours) - 9243 8888
Noise from residential premises including, barking dogs and noise from businesses.

Flemington Racecourse and Melbourne Showgrounds - 9372 6965 or 9372 6412

A complaints hotline will be established for the duration of major event at the Flemington Racecourse and Melbourne Showgrounds. Noise Consulting & Management Pty Ltd will investigate any complaints, record the results of the investigation and the action taken and report back to the resident if desired.

Complaints resolution

We're committed to remedying unsatisfactory performance and welcome feedback as an opportunity to improve our systems, processes and services.

Our officers will receive complaints in a professional and courteous manner and will seek all relevant material to substantiate the complaint.

You will be informed of the processes and timelines within which a complaint will be processed and responded to. If a complaint cannot be satisfactorily resolved within five working days, you will be advised in writing that the matter is still under investigation and will be resolved within 14 or 28 days depending on the complexity of the issue.

However, should we receive a complaint that is abusive and vexatious, we will always reserve the right to inform the complainant that such a complaint cannot be dealt with until it is submitted in an appropriate and non-intimidatory form.

If you are not satisfied with the way complaints are resolved after internal processes have been exhausted you may elect to pursue matters with the Victorian State Ombudsman.

Feedback

We want to know if you are satisfied with the services we provide.

Feedback can be made by calling 9243 8888, emailing council@mvcc.vic.gov.au or writing to:

Moonee Valley City Council
PO Box 126
Moonee Ponds
Victoria 3039