What you need to know

Complaints

Find out the many ways you can get in touch with us.

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.

 

laptop-820274_1920

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 2018.

Noise from construction, demolition and renovations

The Environment Protection (Residential Noise) Regulations 2018 allow the use of power tools between the following hours for minor works around your home whilst completing odd jobs and minor home improvements.

Monday to Friday: 7am – 8pm
Weekends & public holidays: 9am – 8pm

Within Moonee Valley and in recognition of the greater impact to local amenity, more restrictive hours apply for larger-scale works and renovations that require a permit.

Specifically, clause 4.28.4 of Council’s Activities and General Amenities Local Law 2018-2028, prescribe the following prohibited times for construction or demolition activity related noise in residential areas:

Monday to Friday: 7am – 6pm
Saturday: 9am to– 3pm
Sundays & public holidays: No works at all

Further information on Council’s Activities and General Amenities Local Law 2018-2028 can be found here.

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 can lodge your concerns with Council or alternatively contact the correct authority below in cases where Council cannot assist:

Contact Council during business hours on 9243 8888.

Environment Protection Agency - 1300 372 842
Music noise from licensed premises and 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.

Noise issues Council cannot investigate

Type of NoiseWho to ContactContact Details
Flemington Racecourse and Melbourne ShowgroundsFlemington Racecourse and Melbourne Showgrounds are within the boundaries of Melbourne City Council.

A complaints hotline is established for the duration of major event. 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.
9372 6965 or 9372 6412
Vehicles entering or leaving a property (including warming up)

Note: Also includes noise associated with vehicles entering and leaving such as security gates or garage doors.
You should talk directly with your neighbour or contact the Dispute Settlement Centre of Victoria (DSCV). Victoria Police and the EPA are responsible for ensuring registered vehicles are roadworthy and compliant with noise emissionsDSCV – 1300 372 888
EPA – 1300 372 842
Local Police Stations
Moonee Ponds – (03) 9373 5200
Avondale Heights – (03) 9337 6777
Flemington – (03) 9371 6100;
Police without the sirens – 13 14 44 000 in an emergency
People noise including lighting, foul language, screaming, yelling, slamming doors, loitering and domestic disputes.Victoria PoliceLocal Police Stations
Moonee Ponds – (03) 9373 5200
Avondale Heights – (03) 9337 6777
Flemington – (03) 9371 6100
Police without the sirens – 13 14 44 000 in an emergency
Domestic activities such as closing doors, or gates, sliding furniture, footsteps, talking, laughing, flushing toilets, smoking on private property, ball sports
and children playing.
Private matter
Body Corporate in close quarter or high density living
Dispute Settlement Centre of Victoria (DSCV).
Best settled privately

DSCV – 1300 372 888
Planned or emergency works that are required to be conducted out of hours due to likely disruption to traffic, public transport or utilities.The EPA, Vic Roads, Public Transport Victoria or Utility Company provide permits to operate outside of normal working hoursEPA – 1300 372 842 www.epa.vic.gov.au
Vic Roads - 13 11 71
City West Water – 13 26 42
Public Transport Victoria - 1800 800 007
Train track maintenancePrimary: Metro
Secondary: Public Transport Ombudsman (PTO)
Metro – 1800 800 007
PTO – 1800 466 865
Tram track maintenancePrimary: Yarra Trams
Secondary: Public Transport Ombudsman (PTO)
Yarra Trams – 1800 800 007
PTO – 1800 466 865
Aircraft NoiseAir Services Australia (ASA)
Civil Aviation & Safety Authority (CASA)
ASA - 1800 802 584
CASA - 13 17 57
Emergency utility worksYou will need to talk to the operator conducting the works and they may be able to provide an expected completion date or time.Jemena (Power) – 1300 131 871
City West Water (Water) – 13 26 42
Emergency road worksVic Roads13 11 71
DronesCASA for more information refer to the link below https://www.casa.gov.au/aircraft/landing-page/flying-drones-australiaCASA - 13 17 57

For other issues let us know!

Report it through our new My Council Portal.

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