Our service commitments

We have developed the following service commitments to ensure the consistent and timely delivery of community services in a transparent and responsible manner. 

These standards help inform you of what you can expect when dealing with Council. 

  • We will initiate an investigation into reports of dog attacks against people or animals within 24 hours of a report being received. 

  • We will process new dog and cat registration applications within 5 working days of a completed application and payment being received. 

  • We will respond to any urgent livestock complaints which have resulted in trespass onto Council controlled land or roads within 1 day report has been received. 

  • We will audit every registered domestic animal business annually to ensure compliance with relevant codes of practice.  

  • We will action requests for bin repairs in rural areas (all other areas) within 10 days* 

  • We will action requests for bin repairs in urban areas (Bacchus Marsh, Darley, Maddingley, Hopetoun Park) within 3 days* 

  • We will collect missed bins in rural areas (all other areas) within 10 days* 

  • We will collect missed bins in urban areas (Bacchus Marsh, Darley, Maddingley, Hopetoun Park) within 3 days* 

  • We will provide bins to new residential properties within 10 working days of receiving a request and payment. Receipt of relevant occupancy documentation must be provided prior. 

  • We will remove dumped rubbish on council land within 10 working days of a request being received or if required, undertake an investigation. 

  • We will assess and initiate appropriate action for complaints or concerns relating to building works/matters within 10 working days. 

  • We will commence investigations into complaints/concerns relating to dangerous buildings and unfenced pools or spas within 2 working days of a complaint being received. 

  • We will provide property information certificates within 5 working days of an application being received. 

  • We will provide copies of building plans and permits within 7 working days of an application being received. Note that copies may not be available for properties over 40 years old. 

  • We will process applications for dispensations to building regulations within 15 statutory days of a complete application being received. 

  • We will process Freedom Of Information requests within 30 calendar days from when all required information has been received. 
  • Council minutes will be made available 5 days after a Council meeting.  

  • We will assess a Works Within Road Reserves Permit applications within 10 working days. 

  • We will assess an Asset Protection Permit application within 10 working days of lodgement. 

  • We will assess Build Over Easement applications within 10 working days. 

  • We will provide standard Legal Points of Discharge information within 10 working days of an application being received. 

  • We will remove graffiti on Council owned assets within 10 days of receiving a request (subject to accessibility). 

  • We will remove offensive graffiti on Council owned assets within 48 hours of receiving a request (subject to accessibility). 

  • We will commence investigation for urgent maintenance requests for council buildings within 2 working days of a request. 

  • We will commence investigation for non-urgent maintenance requests for council buildings within 5 working days of a request. 

  • We will complete new septic tank applications and issue permit to install, within 10 working days, following receipt of relevant documentation, payment of fees, and satisfactory inspection. 

  • We will initiate an investigation of public health nuisance concerns within 5 working days of notification. 

  • We will audit registered food premise annually to ensure compliance with the Food Act 1984.  

  • We will respond to Occasional Care enrolments and enquires within working 5 days. 

  • We will provide you, during your home visit, with a schedule of visits for your baby’s two, four and eight week visits 

  • All first-time parents will be invited to attend a new parent group before their child reaches 4 months of age. 

  • We will make contact within 5 working days, following receiving a receipt of a referral to Youth Support, to acknowledge referral and  confirm service availability. 

  • We will make contact within 5 working days, following receiving a receipt of a referral to Supported Playgroups, to acknowledge referral and confirm service availability. 

 

  • We will process requests to film with 30 days. 

  • We will undertake property inspections for long grass requests during fire danger period in line with the Municipal Fire Management Plan.

  • We will issue fire prevention notice within 5 days of inspection.

  • We complete roadside slashing for fire mitigation in line with the Municipal Fire Management Plan.

  • Tree removal requests will be completed within 30 days of request where removal is deemed necessary. 

  • We will attend to emergency tree situations (e.g. tree fallen onto house or across roads) involving Council land or Council managed trees within 24 hours of a report being received. 

  • We will investigate routine tree maintenance requests on Council land within 30 working days of a request being received. 

  • We will remove fallen branches and trees from Council roads and paths within 5 working day of a report being received. 

  • Any request for a tree on a nature strip, where a tree does not currently exist shall be fulfilled within 24 months via annual tree planting program.   

  • We will complete new health or food business registration applications and issue certificates of registration, within five working days, following receipt of relevant documentation, payment of fees, and satisfactory inspection. 

 

  • We will respond to kindergarten enquires within 5 working days. 

  • We will assess permits to burn within 10 working days of a request being received. 

  • We will attend to customer requests regarding unregistered or abandoned vehicles on public land within 10 working days of a request being made. 

  • We will respond to parking related concerns within 10 working days of a request being received.  

  • We will undertake property inspections for reports of unsightly property including long grass requests during non-fire danger period within 10 working days of notification. 

  • We will contact you within 10 working days of receiving notification of your of your baby being born to make a time for a maternal and child health nurse to visit you in your home. 

  • Any hazard identified within a playground will be made safe within 24 hours. 

  • We will investigate and action general parks maintenance (non-urgent) requests within 30 working days. 

  • Any report of a pest animal on Council property that is deemed to be a hazard will be actioned within 24 hours.  

  • We will maintain roadside vegetation in accordance with our Open Spaces Maintenance Management Plan. 

  • We will investigate all breaches of the planning controls within 14 days of a request being received. 

  • We will refer subdivision applications for certification to external referral authorities within 7 days of lodgement. 

  • We will certify compliant applications within the 49 statutory days. 

  • We will process planning applications within 80 statutory days. 

  • We will process VicSmart planning applications within 10 days. 

  • We will issue copies of rates notices within 5 working days of a request being made. 

  • We will issue standard Land Information Certificates within 5 working days of an application being received. 

  • We will issue urgent Land Information Certificates within 2 working day of an application being received. 

  • We will inspect and make safe hazardous, missing or damaged Council owned pit lids within 24 hours of a report being received. 

  • We will inspect and make safe, dangerous footpaths in accordance with Council's Road Management Plan. 

  • We will inspect and repair Council’s road network in accordance with Council's Road Management Plan. 

  • We will remove dead animals from Council roads and paths within 1 working day of a report being received. 

  • We will remove debris or rubbish from a road or road shoulder where it presents a safety hazard to traffic.

  • We will investigate blocked council owned drains and pits within 15 working days of a report being received.

  • Will promote client’s opportunity to maximise their capacity and quality of life through being client-centred and providing opportunities for each client to be actively involved in addressing their goals. 

  • We will recognise and support people with diverse needs and ensure that all clients have equity of access to services and that support is accessible, appropriate and free from discrimination. 

  • We will link service support to assist vulnerable clients with complex care needs to access a range of aged care and other services. 

  • We action incoming referrals within 3 business days. 

  • We will provide accurate and up to date information, in a format you need, when you need it. 

  • We will plan and advocate to ensure needs of the community members are met. 

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