Customer Service Centres open with some COVID-safe changes

The City of Greater Bendigo’s Customer Service Centres at Hopetoun Street, Bendigo and High Street, Heathcote have reopened to the public today, Wednesday January 27, with some new changes in place to keep the community safe.

To meet health requirements, only a limited number of customers will be allowed to queue in the reception areas at any one time. A concierge will manage the numbers to ensure social distancing can be maintained to comply with health guidelines.

Customers visiting the centres are required to provide their name and contact number for contact tracing purposes. 

Cash payments will no longer be accepted at the two centres and customers who prefer to pay by cash are advised to refer to the payment options on their invoice. Eftpos, credit card and cheques will continue to be available payment options at both centres. 

Masks are not compulsory in reception areas but customers are asked to carry a mask and wear it in cases where social distancing cannot be maintained. Customers attending appointments in meeting rooms will have to wear a mask in the room. 

For customers seeking a meeting or advice from specialist staff in Statutory Planning, Local Laws, Building, Environmental Health or Engineering, a pre-arranged appointment is required and can be made by phoning Customer Support on 5434 6000. Approximately half of the City’s workforce continue to work from home in accordance with State Government advice, and therefore are not immediately available at the counter.

City Director Corporate Performance Andrew Cooney said it was important that customers were aware of the changes in the City’s procedures before they plan to visit the centres.

“We want to provide the safest and most efficient service for our customers that we can,” Mr Cooney said.

“To do this, we need to deliver services differently at the Customer Service Centres.  

“Only a limited number of customers can queue in the reception areas at any one time, which may result in a longer wait during peak times.

“I encourage residents to call our friendly Customer Support team who can deal with most enquiries and take payments over the phone.

“Our team can advise if a visit to a Customer Service Centre is necessary or if the matter can be dealt with over the phone or online.

“We are continuing to offer accessible payment options at Australia Post or Bendigo Bank branches across Bendigo. We are ceasing to accept cash at our counters but will continue to process Eftpos, credit card, cheque and mobile app payments.

“When the Customer Service Centres temporarily closed last year in response to the pandemic, customers adapted very well to the contactless services available and logged requests, paid invoices online via their bank or on our website, or they called Customer Support and paid over the phone.

“It’s important that people keep following these great safe practices. By doing so, it will help to keep the number of people visiting the Customer Service Centres in Bendigo and Heathcote to a safe, manageable level during the pandemic and save people an unnecessary trip.

“It also means our Counter Service staff are available for those members of the community who have to visit a centre in person.”

For a comprehensive list of frequently asked questions on the new changes at the City Customer Service centres, please visit www.bendigo.vic.gov.au/contact. Customer Support can be contacted on 5434 6000.

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