Customer Charter by Golden Plains Shire Council

Acknowledgement of Country

Golden Plains Shire spans the Traditional lands of the Wadawurrung and Eastern Maar people. We Acknowledge them as the Traditional Owners and Custodians.

Council pays its respects to Wadawurrung Elders past, present and emerging. Council also respects Eastern Maar Elders past and present.

Council extends that respect to all Aboriginal andTorres Strait Islander People who are part of the Golden Plains Shire.

Our Customer Promise

Council is committed to making its customers feel proud to be a part of Golden Plains Shire by designing and delivering excellent Customer Experience, every day.

Our Commitment to You

At Golden Plains Shire Council, we are committed to delivering exceptional customer experiences that reflect our values, community vision, and strategic priorities. This Charter outlines our promise to you—our customers —to ensure every interaction is respectful, and meaningful.

Our Guiding Principles

Provide a simple and seamless experience that ensures good customer outcomes

Listen with empathy and demonstrate genuine care for customers at all times

Be honest in every interaction and keep customers informed throughout the journey

Ensure a consistent experience regardless of who a customer is interacting with at Council

Meet customers where they’re at and empower them to interact with Council how and when they want

What You Can Expect

Respectful Engagement

• We will treat you with courtesy and respect.

• We will listen actively and acknowledge your concerns.

• We will create a safe and inclusive environment for all customers.

Timely Responses

• Enquiries will be acknowledged promptly and resolved within the agreed timeframes.

• If delays occur, we will keep you informed and explain the reasons.

• We will let you know when your enquiry is resolved.

Clear Communication

• We will use plain language and avoid jargon.

• We will explain processes, requirements, and next steps clearly.

• If your enquiry is complex and requires investigation – we will inform you of the process and anything else you need to do.

• We will provide updates throughout the lifecycle of your enquiry.

• We ensure a consistent experience for every customer, no matter who you speak with at Council.

Accountability

• We will take ownership of your enquiry and ensure it is directed to the appropriate team.

• We will provide you with a reference number when lodging a request or complaint.

• We will follow through until your enquiry is resolved or your request is completed.

• We will acknowledge mistakes and work to correct them.

Decision Making

• We will make decisions in the best interest of our community, in line with legislative requirements and Council’s Strategies and Policies

• We will strive to meet the expectations of our customers and acknowledge that decisions and actions are ultimately guided by the greater good of the community

• We will explain the reasons for our decisions

Accessibility and Inclusion

• We will ensure our services are accessible to people of all abilities and backgrounds.

• We will offer multiple channels for communication, including phone, email, online, and in-person.

• We will provide support for customers with specific needs, including translation and Interpreting services.

Privacy and Confidentiality

• We will protect your personal information in accordance with privacy law.

• We will only collect and use information necessary to deliver services.

• We will be transparent about how your data is used.

Continuous Improvement

• We will regularly review our services and processes to improve your experience.

• We will seek feedback through surveys, forums, and direct engagement.

• We will use your input to shape future service delivery and innovation.

Our Shared Responsibility

Delivering excellent customer experiences is a partnership between Council and the community. We ask that you help us serve you better by:

Respecting Our Staff

• Treating Council staff with courtesy, patience, and respect at all times.

• Recognising that our team is here to help and may need time to investigate or resolve complex enquiries.

Providing Accurate Information

• Supplying clear and complete details when making enquiries or lodging requests.

• Where possible including your details and contact information so that we can provide updates and ask for further information.

• When reporting a concern with a Council asset, providing photos wherever possible to help us triage your request.

• Understanding that anonymous enquiries can limit the level of support or action Council is able to provide.

Engaging Constructively

• Asking questions and seeking clarification when needed.

• Sharing your ideas, concerns, and feedback in a respectful and solution-focused manner.

Using Services Responsibly

• Following Council processes and guidelines when accessing services.

• Taking time to understand Local Law and legislation where appropriate.

• Respecting community assets, facilities, and resources.

Participating in Improvement

• Taking part in surveys, consultations, and engagement opportunities.

• Helping us understand what’s working well and where we can improve.

Supporting a Safe Environment

• Ensuring interactions—online, by phone, or in person—are free from abuse, discrimination, or harassment.

• Understanding that Council has a zero-tolerance policy for aggressive or threatening behaviour.

• Acknowledging that everyone has the right to a safe environment, and our teams will take appropriate steps to protect their safety.

How We Measure Success

We will monitor our performance through:

Customer satisfaction surveys

Service delivery benchmarks

Feedback & complaints analysis

Staff training & development outcomes

Alignment With Our Strategic Vision

This Charter supports the goals outlined in the Council Plan 2025–2029, including:

Building trust through responsive and inclusive services. Community

Enhancing everyday experiences through efficient service delivery.

Demonstrating transparency and accountability in all interactions.

It also reflects the priorities of our Customer Experience Strategy 2022–2026, which positions Golden Plains Shire Council as a customer-first organisation.

Timeframes

Our timeframes apply to your initial contact with Council —the first acknowledgement or reply to your enquiry. Timeframes for every interaction and full resolution may vary. We will provide you with expected timeframes and keep you informed of progress.

Phone:

When you call Council on 5220 7111 our team will be ready to answer your call. If all of our team are busy with other customers – we will return your phone call within 1 business day.

Email/ Online Requests:

We will acknowledge your initial enquiry within 5 business days. Acknowledgement may not always be a full response or resolution, but we will notify you of expected timeframes in this email.

In Person

We will aim to resolve your enquiry upon your first visit to Council, if we are unable to do so, we will provide clear expectations of timeframes and next steps.

Complaints

We will acknowledge a complaint within 7 business days. Complaints will be handled in line with our Complaints Handling Policy.

Service Timeframes: It is important to set expectations upfront about the time processes and services may take. We will communicate these with you and keep you informed of progress.