Have your say on Council’s Customer Service Charter & Complaint Policy
Published on 26 March 2026
Council is seeking feedback from the community as part of a review of two documents: the Customer Service Charter and the Complaint Handling Policy.
A four-week consultation period is now open, closing at 5pm on Wednesday 22 April 2026.
These documents set out what residents can expect when they contact Council and how Council manages feedback and complaints.
The Customer Service Charter explains the standard of service community members can expect when interacting with Council online, by phone, or in person. It reflects what our community has told us matters most: timely responses, clear communication and confidence that issues are being followed through.
The proposed Charter focuses on key commitments to our community:
- Responding to enquiries in a timely way;
- Providing clear and honest communication;
- Keeping customers informed about the progress of their request;
- Taking ownership of issues and working to resolve them;
- Treating all customers fairly and respectfully.
The updated Complaints Handling Policy outlines how concerns can be raised, how they will be reviewed and investigated, and how Council keeps community members informed throughout this process.
Together these documents aim to improve how Council communicates with the community and ensure concerns are handled fairly and consistently.
Baw Baw Shire Mayor Councillor Kate Wilson is encouraging Baw Baw residents to read through the proposed documents and submit any feedback for consideration.
“Council has a commitment to accountability, fairness, and transparency in our interactions with you, the community, and these documents formalise that,” Cr Wilson said.
“We welcome feedback from everyone to ensure that commitment is being supported by our community so jump online and have your say.”
How to get involved
Online
A four-week consultation period is now open, closing 5pm on Wednesday 22 April 2026.
To have your say, your way, access and review the draft Customer Service Charter and Complaints Handling Policy on Council’s online engagement platform Baw Baw Connect by visiting this link: https://www.bawbawconnect.com.au/customer-service-charter-and-complaint-handling-policy
In person
Members of Council’s Customer Service team will also be available to answer queries about these documents at the Baw Baw Shire Council booth at Farm World, Thursday 26th to Saturday 28th March.