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Page Last Updated:
Wednesday, 11 November 2009
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Home>Contact Council
| Managing customer requests and complaints is a priority for the Glen Eira City Council. It is our promise to you that we will maintain the highest possible standards of service. If we do not meet these standards we will explain why and try to put things right. For more information about our service standards please visit our Service Charter web page.
To lodge a customer request or complaint you may visit our Customer Service Centre, call, email or complete the Make a Request Form to submit an online request. We have a Customer Request System to track, respond and report all customer requests and complaints. You can contact our Customer Service Centre at anytime to be updated about your request.
Note that we handle personal information in accordance with privacy laws and will use that information only for the purposes of handling the complaint in accordance with the Privacy Act 2000.
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| Glen Eira Town Hall is accessible to people of all-abilities. Customer parking, including disabled parking, is available.
Glen Eira City Council
Corner Glen Eira and Hawthorn Roads, Caulfield
PO Box 42 Caulfield South 3162
Phone: 03 9524 3333
TTY (Teletypewriter for hearing impaired only): 03 9524 3496
Fax: 03 9523 0339
Email: mail@gleneira.vic.gov.au
Service Centre operating hours:
Monday to Friday: 8am–5.30pm
Tuesday: 8am–7.15pm
Building counter operating hours:
Monday to Friday: 8.30am–5pm
Planning counter operating hours:
Monday to Friday: 8.30am–5pm
Tuesday: 8.30am–7.15pm
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| Stage One – Online Make a Request | | If you have a complaint or a request for action, you are encouraged to first complete the online request form below.
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Your request or complaint will be directed to the business unit best able to deal with the issue. The business unit will take responsibility for investigating and responding to this issue. We will respond to you within 10 working days with a complete answer or if that not possible with an interim reply and a further answer later.
When making a request or complaint please ensure that you provide all relevant facts, and where possible include dates, times, locations and contact names. If you have an email address and mobile phone number, it is helpful to include these too.
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| Stage Two – Review and Formal Complaints | | If you are not satisfied with the outcome of your request you may refer the matter to the business unit Manager for review. If you have already submitted a review and are still not satisfied with our response you may submit a Formal Complaint which will be examined by the Director of the relevant division.
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You will be advised that your review or formal complaint has been received within 3 days. We will respond to you within 10 working days with a complete answer or if that not possible with an interim reply and a further answer later.
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| Feedback | | Council welcomes comments and feedback about any aspect of its services. Council considers such feedback as an important way to improve service.
You may give your feedback (Compliments or suggestions) directly to Council’s Service Centre on 9524 3333 or complete the Feedback form below.
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