Customer Commitments
We are committed to providing excellent service to our residents, businesses, rate payers, and visitors.
The below describes our responsibilities and our focus on putting the needs of our diverse community at the heart of everything we do.
Our aspiration
We earn the trust of Hume residents, rate payers, businesses and visitors by being respectful, considerate and committed to our customers and their needs.
Our service goal
When you contact us, our aim is to provide a response on the spot. If we can’t do that, we will acknowledge your enquiry within two business days.
Our commitment to you
Kind
We promise to:
- Put our customers first
- Provide friendly and helpful service
- Be respectful and courteous
- Listen carefully
- Protect your privacy and personal data.
Ease
We promise to:
- Connect you with the information you need
- Clearly explain what comes next
- Use your feedback to do better
- Take ownership of your requests
- Explain why we ask you for information.
Responsive
We promise to:
- Do what we say we will
- Answer phone calls quickly
- Respect your time
- Resolve requests promptly
- Keep you informed of progress.
Accessible
We promise to:
- Offer help when you need it
- Provide translation and interpreter services
- Help in person, over the phone or online
- Be clear and straightforward in writing
- Offer after-hours service for emergencies.
Visit our customer service centres
How to give us feedback
We encourage you to contact us if you have a problem, concern or feedback about our services, actions, decisions and policies.
Share feedback
We aim to do better, every day.
We commit to taking action to resolve your problems and concerns as quickly as possible, and learning from these experiences to improve our services.
Please treat our staff as you would like to be treated.
Connect with us
Report an issue
Phone: 9205 2200
8am - 5pm, Monday to Friday
Urgent calls outside of business hours will be directed to our Out of Hours Customer Service Team.
Email: contactus@hume.vic.gov.au
Postal address:
Hume City Council
PO Box 119
Dallas Vic 3047