Online Customer Hub

Golden Plains Shire Council is proud to provide support to the Shire’s residents and communities across a wide range of services. All Council staff are committed to offering exceptional service and a positive experience to all customers consistently.  

Council's Customer Promise 

Council's Customer Commitments 

Complaints 

Dealing with complaints is a core part of Council business. We value complaints and encourage people to contact us when they have a problem with our services, actions, decisions, and policies. We are committed to:

• Enabling members of the public to make complaints about the Council
• Responding to complaints by taking action to resolve complaints as quickly as possible
• Learning from complaints to improve our services.
• We treat every complaint we receive on its individual merits, through clear and consistent processes.

If you would like to submit a complaint about a recent experience with Council, please call the Customer Experience Team on 5220 7111. To learn more about Council's Complaints Handling Policy, please click here.

Customer Experience Strategy

Council believes that the experience customers have when engaging with Council goes far beyond the initial interactions with our dedicated Customer Service Team. Rather, Council recognises that all Council employees have a role to play in providing an exceptional customer experience. Therefore, Council developed the Customer Experience Strategy 2022-2026 to focus on its commitment to Customers.  This strategy contains an action plan to improve Council’s Customer Experience.  

To learn more about how Council are committing to improve customer experience download a copy of the Customer Experience Strategy 2022-2026 or visit one of Council's Customer Hubs and pick up a copy. 

Accessible Parking Permits

Victoria has transitioned to the State Government's new Accessible Parking Permit (APP) Scheme and online administration system. 

Residents and organisations who require a new permit, or need to renew or replace a permit, will need to apply with the new application process. 

To find more information about accessible parking permits please click here, or contact the Customer Experience Team on 5220 7111.

Updating your Contact Details 

It is important to ensure Council has your current contact details on record at all times.  If you need to update your details including updating your legal name, please complete Council's change of details form:

• Update Your Details

• Change of Name

To request a paper version of this form, please contact the Customer Experience Team on 5220 7111.