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Our commitment to you
We aim to provide exemplary customer service and seamless, connected customer experiences.
We are committed to:
- being caring and empathetic when speaking to you
- understanding everything you need, and why it is important to you
- helping you quickly find the right information or person to talk to the first time
- being up-front, setting honest expectations and keeping you up to date
- taking ownership of your enquiry and ensuring it is resolved
- being curious and willing to learn so we can unlock opportunities and better ways to help you.
We are also committed to understanding our neighbourhoods, which helps us better connect and respond to unique community and customer needs.
We encourage you to contact us on our official channels. When you do so we commit to the following response and resolution times.
Response times
When you contact us, we aim to meet the following response times:
Phone, live chat or in-person
- We will endeavour to respond immediately, or minimise your waiting time.
Email or social media
- We will acknowledge your message within one business day.
Resolution times
After you contact us, we will record your request in our system and provide a reference number. Then we aim to meet the following resolution times:
When you ask a question
- We will attempt to resolve your enquiry when you first reach us.
- If this is not possible, we will contact you within three working days with an answer or a timeframe for resolution.
When you report an issue or request a service
- We will give you a specific timeframe for completion and then tell you when your request is complete.
- If we require more time to complete the work, we will update you with a revised timeline and the proposed course of action.
- If we cannot action your request (for example, due to regulatory constraints or specific circumstances), we will contact you and tell you why.
To help us deliver the best experience to you, we ask that you:
- Let us know when your contact details or circumstances change so we can keep our information up-to-date.
- Be polite and respectful towards our employees and other customers. The City of Melbourne supports a safe work environment including the use of appropriate language and behaviour, free from discrimination or harassment.
- Understand that we will not tolerate behaviour that is likely to put someone in physical danger or make them feel anxious, threatened, or disrespected. Our employees are trained to report inappropriate conduct immediately and we reserve the right to end a call or ask you to leave, and we may contact the police if you refuse to comply.
Our values underpin the way we deliver services and experiences to our customers:
- Integrity - We take responsibility for our actions in an honest and open way providing you with timely updates and clear communication.
- Courage - We willingly take steps to create new and better ways of doing business to provide you with better outcomes.
- Accountability - We hold ourselves accountable for our decisions and actions, and communicating openly on the outcomes of your request.
- Respect - We consider and value the perspective and contribution of others.
- Excellence - We continuously improve our performance to achieve outstanding outcomes for Melbourne.
We seek and welcome all customer feedback to understand if you are satisfied or dissatisfied with our services, and why. We use customer feedback to monitor and improve our services.
Our commitment to privacy
We view the protection of your personal information as an integral part of our commitment towards complete accountability and integrity in all our activities and programs.
The Privacy Policy outlines our policies relating to the management of personal information as required by the Privacy and Data Protection Act 2014. You can elect to remain anonymous when requesting a service or reporting an issue; in some instances we may be unable to complete your request or advise you on its outcome.
Contacting us
You can access information and request key services 24/7 on the City of Melbourne's services pages.
We are here to help. For online assistance, chat with a live agent by using the chat icon at the bottom right-hand side of this page.
7.30am to 6pm, Monday to Friday (public holidays excluded)
Outside of these hours, contact us for emergencies and time critical issues.
Customer Service Centre at Melbourne Town Hall
120 Swanston Street, Melbourne
8.30am to 5pm, Monday to Friday (public holidays excluded)
City of Melbourne
GPO Box 1603
Melbourne VIC 3001
- Teletypewriter (TTY) users: phone 133 677 then ask for 03 9658 9658.
- Speak & Listen users: phone 1300 555 727 then ask for 03 9658 9658.
- Internet relay users: connect to the National Relay Service then ask for 03 9658 9658.
Please use our multilingual service to assist with translation and interpretation in your preferred language.
