Customer Service

155,000 residents and over 15,000 businesses are just some of the customers Knox Council’s Customer Service Team supports each day. Together, the team support the delivery of more than 200 Council services, programs and information.

The Knox Customer Service Team is here to help and is proud to be able to offer assistance, record your service requests and provide information on all Council’s services and programs.

Our Customer Contact Centre handle more than 650 customer calls (over 130,000 calls per annum) and welcomes over 200 counter visitor’s everyday.

Our Team achieves this through a range of Customer Service functions including:

Knox City Council aims to achieve service excellence across all areas, for every customer. We recognise that all members of our community expect us to provide personalised, responsive service. We work to meet those expectations by:

At all times, we encourage you to offer us feedback on both the services we offer, and the way they are delivered. By telling us what we’re doing well, and where you’d like to see improvement, you help us stay connected with the community and continue to meet your needs. Send us your feedback.

We take your complaints very seriously, and endeavour to resolve them to your satisfaction as quickly as possible.

At all times, we will strive to give you detailed information about who is handling your complaint, and what is being done. Where possible, we will also give you choices about how the complaint should be resolved.

Once we have agreed on a solution with you, you can also expect that we will make a commitment about how and when the solution will be put in place, and keep you updated on progress.

Complaints that are especially complex or sensitive may need to be referred to Council’s Chief Executive Officer to be resolved. Still others may require resolution by an independent mediator or other body. If this is the case, we will make sure that you are fully aware of the process we are putting in place to deal with your issue. Complainants can contact the Ombudsman’s Office for further advice and information. ombudsman.vic.gov.au