Reviewing our approach to community engagement and customer service
Published on 26 August 2025
To help us continue to deliver excellent customer service and engage effectively with our community, Council is reviewing our Community Engagement Policy, Putting Customers First Strategy and the Complaints Policy.
Community engagement helps Council plan and prioritise and ensures the community is at the forefront of projects that matter to them. Customer Service ensures residents are well supported when they need assistance. Together, both aim to build trust and improve how Council serves the community and their needs.
Reviewing the policies that guide these key areas will ensure Council continues to effectively listen to the needs of our community and provide opportunities for our community to help shape and improve our services.
Community Engagement Policy
Our Community Engagement Policy guides open, transparent and accountable involvement of the community in decision-making. Since the current Policy was adopted in 2021, Council has expanded digital engagement tools through the Your City Your Voice platform, improved accessibility, and offered varied in-person engagement opportunities.
Putting Customers First Strategy 2021-24
Delivered over the past three years, the Strategy has strengthened our digital services, expanded online service offerings, and improved customers’ real-time access to information. New feedback channels have provided deeper insight into community needs.
Complaints Policy
The Complaints Policy outlines Council's position for complaints management, providing a friendly and accessible avenue for customer feedback and ensuring complaints are handled fairly, promptly and confidentially.
City of Maribyrnong Deputy Mayor, Cr Bernadette Thomas said Council is committed to continually improving the way we connect with our community and deliver excellent customer service.
“The review of these policies and the strategy will support this by helping us understand what’s working, where we can improve, and how we can better reach all members of our community,” she said.
For our initial community conversation, we’re keen to understand what would encourage residents to share feedback with Council and for residents to share their recent experience with customer service with us.
Your feedback will help inform the updated Community Engagement Policy, updated Putting Customers First Strategy and updated Complaints Policy, which will be shared for feedback in early 2026.
To find out how you can be part of the conversation, both in-person or online, visit yourcityyourvoice.com.au/engagement
Feedback closes midnight Tuesday 30 September 2025.
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