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What you need to know
Customer Service standards and charter
We are committed to providing excellent service to all our customers. Our service standards are here to give our customers an expectation of quality and reliability. We aim to ensure that every interaction is positive, and we strive to meet and exceed your expectations. Your satisfaction is our top priority, and we are dedicated to making your experience with us exceptional.
Animal management
- We will respond to "dog at large" requests within one business day.
- We will initiate an investigation into complaints of dog attacks against people or animals within one business day of a report being received.
Building services
- We will assess and initiate appropriate action for complaints/concerns relating to building works/matters within 10 business days.
- We will commence investigations into complaints/concerns relating to dangerous buildings and unfenced pools or spas within 2 business days of receiving a complaint.
Civic services
- Freedom of information - Processed in accordance with the legislative times as specified in the Freedom of Information Act 1982.
- Public Interest disclosures - Processed in accordance with the times as specified in Council’s Public Interest Disclosure Guideline prescribed by the Public Interest Disclosure Act 2012.
- Council meetings, public forums and Councillor Support - Council meeting agendas and minutes will be distributed internally and published externally within the times as specified in Council’s Governance Rules.
- Civic recognition and place naming - There is no legislative timeframe for determining a place naming or public memorial application. For any community engagement activities, we will comply with the minimum times as specified in the Naming Rules for places in Victoria.
Community facilities and property management
- We will investigate non-urgent maintenance requests for council buildings within 5 business days of a request.
- We will commence an investigation for urgent maintenance requests for council buildings within one business day of a request.
Community information, education, advocacy and engagement
- We will allow 21 calendar days for residents and property owners to submit a response when consulting with the community on changes to parking restrictions.
- We will allow 21 calendar days for residents and property owners to submit a response when consulting with the community on proposed Local Traffic Management Schemes.
- We will respond to requests and/or queries associated with transport education programs within 5 business days of receiving a request or query.
- We will respond to requests and/or queries associated with transport advocacy matters within 5 business days of receiving a request or query.
- We will initiate an investigation into a potential transport grant opportunity within 5 business days of becoming aware of it.
- We will work with the Advocacy and Grants team to complete and submit suitable grant applications by the applicable due date.
Neighbourhood and street cleaning
- We will remove/obliterate graffiti within three business day from Council owned property or receiving consent from the property owner or occupier.
- Offensive graffiti is removed within one business day from Council owned, private property with consent from the owner.
Our finances
- Issue Land Information Certificates within 5 business days of a request being made.
- Respond to customer requirements or requests within 5 business days of a request being made.
Parks, gardens and open space management
- We will investigate non-urgent general park maintenance requests within a 21 business day program cycle.
- We will investigate non-urgent tree maintenance requests on Council Land within 21 business days of receiving a request.
- We will attend to urgent playground requests within 12 hours of receiving a report.
- We will attend to urgent tree requests on Council land within 12 hours of receiving a report.
Public health and safety
- We will investigate public health and nuisance requests within 2 business days.
Statutory planning
- We will commence investigations into complaints/concerns relating to complaints against breaches of Planning Permits or the Moonee Valley Planning Scheme within 3 business days of receiving a complaint.
Traffic, transport, pedestrian and drainage network
- We will initiate investigations into parking-related concerns within 10 business days of receiving a request.
- We will investigate requests regarding unregistered or abandoned vehicles on public land within 5 business days of a request being made.
- We will inspect and repair hazardous footpaths within 30 days of receiving a report.
- We will contact you regarding investigating blocked council-owned drains and pits within 5 business days of receiving a report.
- We will inspect and make safe missing or damaged pit lids within 24 hours of receiving a report.
- We will inspect and repair potholes on Council-sealed roads within 10 business days of receiving a report.
Waste and recycling
- We will collect missed kerbside landfill recycling or FOGO bins within 3 business days.
- We will replace missing/stolen/damaged or unrepairable landfill bins within 4 business days.
- We will replace missing/stolen/damaged or unrepairable Recycling bins within 4 business days.
- We will replace missing/stolen/damaged or unrepairable FOGO bins within 4 business days.
- We will repair all bins that can be repaired within 4 business days if the bin is currently empty OR 4 business days from the next collection date.
- We will respond to new bin requests within 14 days.
- We will collect your hard waste within 6 days of the date provided to you at the time of booking.
- We will remove dumped rubbish on council land within 5 business days of a request being received or, if required, undertake an investigation.
Statutory planning permits
- We will undertake initial assessments and request any required further information on your standard planning application within 28 days of lodgement.
- We will undertake initial assessments and request any required further information on your VicSmart application within 5 days of lodgement.
- We will provide written planning advice within 28 business days of receiving a complete request.
- We will provide a demolition consent decision within 10 business days of receiving an application.
Building permits
- We will provide property information certificates within 10 business days of receiving an application.
- We will provide copies of building plans and permits within 10 business days of receiving an application. (Note: Copies may not be available for properties over 10 years old.)
Technical permits
- We will inspect and advise on vehicle crossing enquiries within 10 business days of receiving a request.
- We will inspect and provide approval or advice for vehicle crossing pre-pours within one business day of receiving a booking.
- We will process asset protection permit applications within 7 business days of receiving an application.
- We will conduct a final inspection for asset protection permits within 7 business days of receiving an application.
Engineering services permits
- We will provide standard legal points of discharge information within 10 business days of receiving an application.
Environmental health permits
- We will ensure that business registration applications are assessed within 10 business days following receipt of relevant documentation, payment of fees and satisfactory inspection.
Parking permits
- We will process new parking permit applications within 5 days of receipt of the application.
- We will process new parking permit applications within 5 days of receipt of the application.
- We will process changes to parking permit applications within 5 days of notification.
- We will renew eligible parking permits annually by 31st October.
Arts, culture and place permits
- We will acknowledge the receipt of your expression of interest for an event permit within one day of submission.
- We will undertake an initial assessment and request any further information required based on your expression of interest for an event permit
within 5 days of submission.