Customer Experience Service Charter
Our commitment to you
At Yarra City Council, we’re committed to making your experience with us simple, respectful, and responsive. Our Customer Experience Service Charter outlines what you can expect when you contact us.
We’re guided by three key principles:
- Empathetic – We listen and treat you with care and respect.
- Connected – We work together across teams to help you.
- Accountable and Responsive – We follow through and keep you informed.
What you can expect
When you contact us, we aim to:
- Answer your question the first time you get in touch.
- Acknowledge your contact within 24 hours.
- Return phone messages within 24 hours.
- Resolve complaints within 10 business days.
If we need more time, we’ll let you know why and when you’ll hear from us.
How long will it take?
For each type of enquiry, we have a service timeframe — this is how long it usually takes us to respond or resolve your request. These timeframes help set clear expectations, so you know what to expect.
Common enquiries and timeframes
Below are some of the most common enquiries we receive, grouped by category. Click to expand each section and see how long it usually takes us to respond or resolve your request.
Note: These timeframes may change as we improve our services or add new ones.
| Enquiry type | Resolution timeframe |
|---|---|
| General parking permit enquiry | 5 business days |
| Parking enforcement request | 1 business day |
| Enquiry type | Resolution timeframe |
|---|---|
| Report a missed collection | 2 business days |
| Report a stolen or lost bin | 5 business days |
| Report dumped rubbish | 3 business days |
| Enquiry type | Resolution timeframe |
|---|---|
| General construction application enquiry | 5 business days |
| General planning permit enquiry | 15 business days |
| Book or cancel a construction inspection | 15 business days |
| Enquiry type | Resolution timeframe |
|---|---|
| General rates enquiry | 10 business days |
| Report a change of property ownership | 10 business days |
| Enquiry type | Resolution timeframe |
|---|---|
| Animal registration enquiry | 2 business days |
| Enquiry type | Resolution timeframe |
|---|---|
| Council information request | 5 business days |
| Feeback and complaints | 10 business days |