Customer service charter
The City of Stonnington is committed to providing quality customer service and our Customer Service Charter aims to communicate these standards to our customers.
We aim to achieve the highest levels of customer satisfaction by:
• Providing excellent standards of customer service in a professional manner;
• Listening and responding appropriately to customer needs in a timely manner;
• Treating customers courteously and with respect;
• Providing a helpful and friendly service experience;
• Ensuring that all our services are easy to access and inclusive;
• Providing accurate information;
• Sustaining a process of continuous improvement in service quality; and
• Ensuring privacy and confidentiality.
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We will carry out this commitment around the considerations of fairness, equity, available resources, Council policy and legislation.
When you visit us in person
Our helpful, friendly staff will attend to visitors at the Service Centres promptly and attempt to deal with an enquiry directly without unnecessary referrals or transfers.
In instances where we are not able to address your query, we will provide you with the name of the person who can assist, and make attempts for you to speak with them (in person or by phone). If that person is not readily available, we will request that they contact you directly. All our staff, whether in our Service Centres or out in the field, should be able to be identified.
When you contact us by telephone
We will answer your call promptly, identify ourselves, and endeavour to deal with an enquiry directly without unnecessary referrals or transfers. When unattended you will have the option of leaving a voicemail message or being diverted to our Service Centre staff. If you leave a message, you can expect that your call will be returned at the first opportunity (within 24 hours).
If we cannot deal with a telephone enquiry we will provide you with the name of the person the request or enquiry will be referred to or, if that information is not readily available, we will request the relevant person to contact you directly. Attempts will be made to transfer you to them in the first instance.
Where a member of staff is likely to be unavailable for more than one business day, you can expect that the staff member would make arrangements for someone else to help you. Calls made to Council’s general number after business hours will be diverted to Council’s after hours telephone service.
We will acknowledge your email within one working day.
We aim to respond within 10 working days. If a full reply is not possible then you will be notified of a timeframe for response and a contact person.
Emails sent to officers directly will be responded to as promptly as possible within the service standards of individual work units (no later than 10 working days).
When you write to us
We will respond within 10 working days.
If a full reply is not possible then you will receive an acknowledgment which will indicate the time the reply can be expected and the name of the officer to contact with queries.
Our services that never close
We will ensure that our website is informative, accessible, up-to-date and user-friendly.
Online services available to customers when needed include:
• Lodge and track a request for action
• Track the progress of planning applications
• Pay for a range of Council services
• Provide feedback and send us a message
Download the Customer Service Charter(PDF, 217KB)
View our Complaint Handling Policy(PDF, 1MB)
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