Customer Service Charter

Our Vision

A vibrant, safe and liveable City, accessible to all.

Our Mission

Nurture the aspirations of our community, promote respectful relationships and support growth through engagement, excellence, and inclusion. 

Our Values

At Melton City Council, our organisational values are embedded in our culture and prescribe core ethics and behaviours expected of our employees. 

Our Values are reflected in everything we do: our decision making, our actions and our service provision to the community. 

We are Vibrant MELTON. Our values are:

Motivate

We are motivated by:

  • Our essential responsibility to strive and to deliver the best possible outcomes for community
  • Creativity, innovation, and co-design approaches, with people at the heart of everything we do
  • Our commitment to continuous improvement
  • Our ability to maximise our time and resources
  • The pride we take in our work and the quality of our outcomes

Empower

We are empowered to:

  • Involve others in solving problems, making decisions, and celebrate success
  • Encourage and recognise the contributions of others
  • Build capacity of staff and community
  • Take responsibility and be accountable for our decisions and actions
  • Be curious, think differently and try new things

Lead

We lead by:

  • Demonstrating our Vibrant MELTON Values
  • Embracing challenges and seeking to understand the drivers of future change
  • Encouraging creativity, innovation, design thinking and continuous improvement
  • Welcoming new ideas and ways of working from all levels of the organisation and community

Trust

We build trust by:

  • Demonstrating kindness, respecting all people and valuing differences
  • Learning from other’s experiences and perspectives
  • Dealing with others fairly and equitably by actively listening and responding appropriately
  • Taking responsibility to follow through on the commitments we make

Open

We demonstrate openness and integrity by: 

  • Creating an environment that fosters honest communication
  • Collaborating with community and partners to achieve outcomes
  • Developing clear plans, policies and procedures and consistently applying them
  • Being transparent, accessible and providing relevant and timely feedback

Nurture

We nurture by:

  • Supporting growth and learning to achieve organisational and community goals
  • Being responsible for the way we treat others, and the natural environment
  • Encouraging a sense of belonging by sharing knowledge and actively supporting colleagues and community
  • Enriching the wellbeing and needs of current and future communities
  • Recognising people and projects that exceed expectations, celebrating achievements individually and together
  • Supporting everyone to bring their whole selves to work

Attitude

  • We will be positive, respectful and friendly when engaging with you.
  • We will be empathetic, seeking to understand the issue at hand.
  • We will be solutions focused, seeking positive outcomes at all times. 
   

Ability

  • We will exercise initiative to resolve your issue.
  • We will communicate clearly and honestly.
  • We will be flexible in meeting individual needs.
  • We will actively develop our skills and knowledge to better assist our community. 
      

Process

  • We will be fair in decision making, consistent with applicable legislation and Council policy.
  • We will make information and policies readily available and easily understood.
  • We will establish reasonable timeframes according to individual circumstances.
  • We will enact a fair complaint resolution process.
  • We will seek and act upon customer feedback to improve. 
      

Your commitment to us

To ensure we can fulfil our charter, we require your commitment to work with us in an honest, respectful, cooperative and courteous manner. 

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