Draft Customer Charter and Complaints Handling Policy survey

Introduction

Council wants your feedback about two draft documents that relate the handling of complaints and the way we work with customers.
 

• Draft Customer Service Charter outlines Moonee Valley City Council’s commitment to delivering customer service with dignity and respect and sets out expectations about how our people are treated at work.
   
• Draft Complaints Handling Policy applies to all complaints from members of the public about Council services, employees of Council, Council’s contractors, decisions and delegated committees of the Council.

Completing this short survey is one way you can have your say. It should take around four minutes to complete and will close on 23 April, 2026.

More information is also available via the project Your Say page. 

Privacy Statement:

This survey includes an option to provide your personal contact details. Moonee Valley City Council (Council) will only use these details to contact you in relation to this project, where required. Council will not disclose your personal information without your consent, except where required to do so by law. A report that includes your feedback from this survey will be provided to Council and may be published on Council’s Your Say webpage. Council is committed to ensuring that survey information remains confidential, in accordance with the Privacy and Data Protection Act 2014 (Vic). The report will not contain opinions or information that could lead to the identification of any individual. This information will be stored in our records document management system and will be accessed by authorised officers. If you have an enquiry regarding this survey, please feel free to contact Council’s Advocacy, Grants and Engagement Team on 9243 8888.