Our Customer Vision
We are a respectful, caring and proactive Council.
We empower our people to deliver timely, empathetic, and tailored outcomes so our customers are proud to visit, live and work in Moonee Valley.
Community is at the heart of what we do.
Our values
Be open
We will:
- be honest and transparent
- keep you informed about your enquiry
- provide updates on progress
Know your impact
We will:
- listen and take responsibility for your experience
- provide helpful and informed response
- focus on delivering a positive outcome.
Make it count
We will:
- use feedback to improve our services
- work together to find solutions
- recognise the impact of our work on the community.
Our commitment to you
We aim to deliver a high-quality experience across every interaction.
Integrity
We act honestly and consistently to build trust.
Resolution
We take ownership of your enquiry and work with you to resolve it.
Expectations
We set clear expectations and aim to meet them.
Time and effort
We make it easy to deal with us and minimise unnecessary steps.
Personalisation
We tailor our services to your needs.
Empathy
We listen, understand and respond with care.
Response times
When you visit our Customer Service Centre, our customer service team will see you immediately, or as soon as possible.
| Acknowledge service requests | 1 business day |
| Acknowledge written correspondence | 3 business days |
| Respond to a phone message | 1 business day |
| Respond to a question or request for service | 3 business days |
| Respond to a social media enquiry | 1 business days |
Resolution times
Questions
- We aim to resolve your enquiry when you first contact us.
- If not, we’ll contact you to provide an update or a timeframe for resolution.
Service requests or issues
- We will log your request and provide a reference number.
- We’ll give you a timeframe for completion.
- We’ll update you if we need more time or information.
- We’ll let you know when your request is completed.
- If we can’t action your request, we will contact you and tell you why.
Council delivers a wide range of services, and timeframes may vary depending on the service and the issue.
Feedback and complaints
Feedback
We welcome all feedback to help improve our services. You can submit feedback via the button below.
Complaints
- We take complaints seriously and use complaint data to improve our services
- We aim to identify and resolve issues as soon as possible
- You can submit a complaint via the button below.
How you can help
To support a positive experience for everyone, please:
- be respectful to staff, councillors, volunteers, contractors and other customers
- provide clear and accurate information
- keep your details up to date
- use appropriate language and behaviour.
We do not tolerate behaviour that is threatening, abusive or unsafe. We may end interactions, ask you to leave our premises, or take further action if needed.
Managing difficult or vexatious behaviour
Everyone has the right to contact Council and seek advice, assistance or services.
However, we may limit how we respond if behaviour is considered vexatious, which includes:
- repeated or unreasonable requests
- excessive persistence
- unreasonable demands
- rude or abusive behaviour
- intolerance, discrimination or harassment.
In these cases, we may:
- end phone calls or limit contact
- decline to respond to inappropriate communication
- restrict access to services, facilities or staff
- stop investigating matters already addressed
- refer the matter to another agency, such as Victoria Police.
This helps us ensure a safe work environment for staff and Councillors and use Council resources efficiently and effectively.
How to contact us
Discover the many ways to get in touch with Council below.