Help us develop a Customer Service Charter and update our Complaints Handling Policy

We want to hear from you!

Baw Baw Shire Council is developing a Customer Service Charter and updating the Complaints Handling Policy, and we want to hear from our community.

What are these documents, and why are they important?

These documents set out what residents can expect when they contact Council and how we will manage feedback and complaints.

They are designed to ensure Council services are clear, responsive and accountable.

The Customer Service Charter explains the standard of service you should expect when interacting with Council - whether online, by phone, or in person. It reflects what our community has told us matters most: timely responses, clear communication and confidence that issues are being followed through.

The proposed Charter focuses on key commitments to our community:

• Responding to enquiries in a timely way;
• Providing clear and honest communication;
• Keeping customers informed about the progress of their request;
• Taking ownership of issues and working to resolve them;
• Treating all customers fairly and respectfully.

The updated Complaints Handling Policy outlines how concerns can be raised, how they will be reviewed and investigated, and how Council will keep you informed throughout this process.

Together these documents aim to improve how Council communicates with the community and ensure concerns are handled fairly and consistently.

Here's how you can have your say:

Review the draft Customer Service Charter and Complaints Handling Policy, and complete the survey below to have your say, your way.

Your input will help shape how Council delivers services and communicates with the community.

This community consultation closes at 5pm on Wednesday, 22 April 2026.