Putting you first: improving Council customer service

Published on 22 April 2026

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As Maribyrnong continues to grow and transform, we need to make sure our customer service continues to evolve.

Council has drafted a new four-year Putting Customers First Strategy and we would like your feedback. We want to make customer service clearer, faster, more reliable and respectful, and want to know how we can communicate better with you.

In 2025, Council received more than 100,000 customer enquiries, and of those, 55,200 were recorded by customer service via phone, email, apps, online and in-person.

The draft Strategy includes an overall promise on how we want customer service to function, and identifies four strategies on how we can improve the customer experience with Council over the next three years.

The promise is:

  • We are here to help.
  • We will make it easy to deal with Council.
  • You will feel informed, supported, and confident when you deal with us.

“To achieve this promise, you can expect clear communication, consistent and reliable service, and respectful interactions at Council,” Mayor, Cr Mohamed Semra said.

The four priorities in the draft Strategy are:

  1. We will make it easy to find what you need and get it done
  2. We do what we say, and do it on time
  3. We listen, we own your request, and we help
  4. We make fair decisions and explain them clearly

The draft Strategy goes into detail about what customers will notice moving forward, explains what we will be doing, and how we will measure success.

To get the most out of the draft Strategy, we want to hear your thoughts and if you feel anything is missing.

As we also want to improve our communications, we want to know:

  • How do you currently receive information from Council?
  • How would you like to receive information from Council?
  • How easy is it to understand Council communications?

Your feedback will help improve how we work with our community in the future.

You can share your thoughts online at yourcityyourvoice.com.au/cs, chat to us at an event in early May or at the Council office, or contact us at 9688 0200 or email@maribyrnong.vic.gov.au with questions or to set up an in-person chat.

Feedback closes midnight Tuesday 19 May 2026.

 

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