City of Greater Bendigo Customer Service Charter

Our Customer Service Charter explains how staff at the City of Greater Bendigo will respond to you. We commit to the delivery of accessible and responsive customer service in accordance with our values and behaviours.  

How we will respond to you 

 Our staff will work together to respond to your requests and enquiries. 

If you contact us by mail, email or fax we will respond to you within 10 working days. If we cannot give you a complete answer in this time we will advise you of the reason why and give you the name of an officer to contact with any enquiries  

Phone contact 

We aim to answer your phone call within 20 seconds. We aim to respond to your messages and return your call within 1-3 working days  

In person 

You will be acknowledged promptly on your arrival at our Customer Service Centres.  

Your requests for service 

Requests for services will be logged onto our electronic request system. Response times will vary in accordance with our set service standards depending upon the nature of the request From time-to-time circumstances may occur beyond our control which may affect our ability to meet this commitment. In these instances we will keep you updated on the progress of your enquiry or request.  

What customers can expect  

We will listen carefully to you, be friendly and professional, and treat you with courtesy, respect and understanding. 

We will keep you informed, and provide accurate and consistent information delivered in a way that is easy to understand, and in a timely manner. 

We will respect and protect your personal information and adhere to privacy requirements. 

We will provide a 24-hour telephone contact service, and a web site that contains current, easily accessible information.