Customer Service Charter Extended Text Description

Members of the Baw Baw community have the right to:

  • Be represented by a Councillor and by a Council which promotes the interests of the Baw Baw community.
  • Be treated with respect, fairness, courtesy and with due regard to privacy.
  • Be listened to and to influence, query, praise or complain about Council strategies, services or decisions.
  • Access eligible and available services.

Members of the Baw Baw community have a responsibility to:

  • Vote in Council elections.
  • Take an interest in their community and find out about the activities of Council.
  • Contribute to Council decisions which affect their community.
  • Protect the environment including disposing of rubbish and litter thoughtfully and protecting and conserving our natural resources.
  • Abide by Council local laws and regulations.
  • Let us know how Council is performing.

Our principles of service

In person: customers will be attended to when visiting Council without undue delay. Appointment times will be kept.

Telephone: Council staff will identify themselves to callers and be courteous and professional at all times. All telephone calls will be answered promptly. Telephone calls will be returned on the same day.

Correspondence: Responses to written general requests will be provided within five business days. Where a more substantive response is required you will be kept informed of the progress of the issue, through to completion, including details of the relevant contact person and anticipated completion date.

Access awareness: Council will provide access to interpreters by arrangement and translate Council material, as appropriate, in alternative formats.

Complaints Process

Council staff will endeavour to resolve all matters promptly, in accordance with Council policy, and endeavour to provide accurate information and advice in the first instance or correct service referrals for more specialised information.

If customers feel Council has not met its standards, they are encouraged to contact the customer service coordinator on 5624 2411.

Formal complaints can be lodged by writing to the Chief Executive Officer, Baw Baw Shire Council, PO Box 304, Warragul, 3820. The complaint will be referred to a senior officer of Council, who will review and investigate the circumstances of your complaint and keep you informed of progress and outcomes. If shown to have mishandled a situation, or not met standards, Council will acknowledge the mistake, apologise and correct the situation.

Complaints concerning Council decisions must be made in writing addressed to the chief executive officer, or the relevant ward Councillor, Baw Baw Shire Council, PO Box 304, Warragul, 3820.

The Whistleblowers Protection Act 2001 facilitates the disclosure of improper conduct by Councillors and Council officers, and provides protection for persons making disclosures, in accordance with the Act. To make a disclosure, or for more information, please contact Council on 5624 2411.