City of Greater Bendigo Customer Service Centre FAQs

Two customers, a woman and a man wearing facemasks stand socially-distanced at customer service counter. The woman is paying with a credit card.

Our Customer Service Centres are open to the public. Some services are being delivered differently to meet health guidelines and social distancing requirements. 

Main office
15 Hopetoun Street, Bendigo 
Monday – Friday, 8.30am – 5pm, excluding public holidays  

Heathcote Service Centre
125 High Street, Heathcote    
Monday – Friday, 8.30am – 5pm (closed 12.30-1.30pm), excluding public holidays  

You can also contact us by phone, web chat, email and online request forms


 

FAQs

Answers to some of our frequently asked questions about the COVID-safe changes at our Customer Service 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.

It is important that the City has a record of who is visiting the centres under health guidelines. These details are securely kept and are only used for contact tracing purposes if a person who tests positive to COVID-19 has recently visited one of the centres.

A staff member will log your contact details in a secure system. It’s important to keep a record of who is visiting the centres as we are legally obliged to provide contact tracing details if required.

You can make payments at the Customer Service counters using EFTPOS, credit card, cheque or by using a payment app on your phone. A strict cleaning process is in place to clean the EFTPOS key pad if customers are required to tap in a PIN. Cash is no longer accepted at our service centres.

Customers who prefer to pay by cash will need to check their invoice for alternate payment options accepting cash. Cash payment options are still available at Australia Post and Bendigo Bank branches at multiple locations across the city. You can also pay many invoices online or call Customer Support on 5434 6000 and pay over the phone.

No, customers who prefer to pay by cash will need to check their invoice for alternate payment options accepting cash. Cash payment options are still available at Australia Post and Bendigo Bank branches at multiple locations across the city. You can also pay many invoices online or call Customer Support on 5434 6000 and pay over the phone.

As the reception centres are small areas, only a limited number of customers will be allowed to queue in the waiting area at any one time to meet health guidelines. This could lead to a longer wait time to be served at the counter, particularly during peak times.

Numbers will be monitored to ensure customers remain socially distanced. Large family groups will not be able to come into the reception area. It is recommended that only one family member joins the queue. We recommend you call our Customer Support team first as most requests and payments can be resolved over the phone, which might save you a visit.

To speak with a specialist staff member in Planning, Building, Environmental Health, Engineering or Local Laws, customers are advised to call Customer Support first on 5434 6000 and a request will be lodged. Initial contact with a specialist staff member will be made via phone or email depending on the customer’s preference and a meeting can be organised if required. In many cases, a meeting is not needed if the matter can be dealt with or processed over the phone or via email in the initial discussion with the specialist.

If a customer arrives at a Customer Service Centre and requests to see a staff member from Building, Planning, Environment Health, Engineering or Local Laws, the same arrangement applies. A drop-in service is not available. The customer will be asked to provide their contact details and the specialist staff will contact them. 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. Customers are advised to pre-arrange an appointment by contacting Customer Service so the specialised staff member can ensure they are on site.

You will be advised of the time and location of the meeting and you can choose for it to be a virtual meeting or face to face. Please note the meeting rooms at the Customer Service centres have a limit of two people, including a staff member, to ensure social distancing rules comply. All instructions will be provided when the meeting is organised. Both the customer and the staff member will be required to wear a mask when in the meeting room.

You can view current planning scheme amendments on exhibition online at any time. 

Alternatively, you can call Customer Support on 03 5434 6000 and request we mail or email you the documents.

The documents can be viewed electronically at our offices via a computer on site, however there may be a delay accessing this computer depending on customer demand.

You can view advertised planning applications online at any time.

Alternatively, you can call Customer Support on 03 5434 6000 and request we mail or email you the documents.

The documents can be viewed electronically at our offices via a computer on site, however there may be a delay accessing this computer depending on customer demand.

You can obtain a copy of a rates notice without having to come into the office in person.

To get a copy of the current year’s rates notice at no charge, please call Customer Support on 5434 6000, email [email protected] or use our webchat. If you require a copy from a previous year’s rate notice the charge is $15 for each one. The copy can be emailed or posted to you.

Alternatively, you can sign up online to view your current and previous rates at no charge.

Caddy liners will not be available at the counter. Customers are advised to make a liner request online or call Customer Service on 5434 6000. The organic liners will be delivered to you. The same applies for requests for a caddy.

Your first step is to lodge an online request first. You'll then be advised about how to collect and return the keys.

To save you time waiting in a queue, customers will be directed to place their completed form in a designated box. If your form requires immediate action, such as a payment, you will be required to wait in queue for it to be processed. The concierge will be able to advise you.

You can download a disabled parking permit application or you can request a copy by calling Customer Support on 5434 6000. The completed form can be posted or placed in the form collection box at the counter. Once the application is processed, your permit will be posted to you. Permits will not be available to collect from the counters.

We recommend you lodge a replacement pet tag request online or call Customer Support on 5434 6000 and a replacement tag will be posted to you. A counter service is not available for replacement pet tags.

A new pet can be registered by downloading the online form. Please present the completed form along with the required supporting pet documents at the counter. Customer Service staff will process your registration.

The registration fee can be paid via Eftpos, credit card, cheque or mobile payment app. Please note a pet cannot be registered if the verification documentation is not supplied with the completed form.

We make all our forms available on our website – use the search function to find the particular form you're after. You can also call Customer Support on 5434 6000 and one will be sent or emailed to you. Most forms can be completed online which means you won’t need to print or scan them to us.

Yes, you can pay online for a variety of payments, including your rates, animal registration, parking infringements, and home support, planning application and early learning centre fees.

If you are having difficulties paying online, please call Customer Support on 5434 6000 to pay over the phone.

Hard copy brochures will not be available in our Customer Service Centres but are available online – search our Document Library. If a hard copy is required, please contact Customer Support on 5434 6000. The brochure will be posted or emailed to you depending upon the request.

Yes, you will be able submit a VicRoads Learner Permit at Heathcote. Payment can be processed via Eftpos, credit card, cheque or mobile phone app.

You will need to call Customer Support on 5434 6000 if you are seeking a specific map and they can lodge a request. A street directory can also be ordered and paid for over the phone.

The City offers a variety of contactless options on our website. Handy places to start are our online payments or make a request page.

If you prefer the phone, contact our friendly Customer Support staff on 5434 6000.

A schedule of regular cleaning is in place for all Customer Service areas in accordance with state health guidelines.

Our Customer Service Centres are open Monday to Friday 8.30am to 5pm except public holidays and please note that the Heathcote office closes every day between 12.30pm and 1.30pm. We encourage you to call first as it might save you a visit.

We welcome your feedback.

Did you know you can log requests online?

This includes several bin requests such as missed bins, footpath maintenance, tree inspections and general requests. Visit our make a request page.


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