Policies Plans and Procedures

Customer Service Charter

Customer Service Charter 2021(PDF, 315KB)

Hindmarsh Shire Council is committed to delivering excellent service standards to you, our customers. Our customer service charter sets out our commitment to provide you the service you can expect.

We will:

  • Treat you in a courteous, respectful and professional manner in all your contact with us
  • Greet face-to-face customers promptly, with eye contact and a smile
  • If discussing confidential information, offer a meeting room as a more private location
  • Aim to answer the phone within 6 rings
  • Transfer your call to the appropriate officer or take a message if the officer you require is unavailable, providing you with an estimated return time of the officer
  • Respond to phone messages and emails within 2 business days
  • Respond to mail within 5 business days
  • Provide accurate and consistent information, delivered in a timely manner that is easy to understand
  • Keep you informed of the progress of your enquiry or request
  • Treat all complaints seriously, confidentially and professionally
  • Refer all complaints to the appropriate manager for investigation and resolution
  • Encourage customer feedback and use it as an opportunity to improve
  • Be punctual to scheduled meetings, or advise of lateness or non-attendance as soon as possible
  • Represent Council professionally
  • Respect your privacy and meet our obligations with respect to your information
  • If for any reason you feel that we have not adhered to our Charter, you can contact our Customer Service team on 03 5391 4444 so that your concerns can be dealt with.

What do we ask of you?

  • To treat our staff with mutual respect
  • To respect the rights of other customers
  • To provide accurate and complete information in your dealings with us
  • To respect the community in which we live
  • To work with us to solve problems
  • To submit ALL customer requests / feedback to Council via phone, email, website or via written correspondence
  • To respect Council Officers private lives and allow Council Officers to enjoy community events or functions in a personal capacity.

Community Satisfaction Survey

The Victorian Community Satisfaction Survey (CSS) creates a vital interface between the council and their community.

Held annually, the CSS asks the opinions of local people about the place they live, work and play and provides confidence for councils in their efforts and abilities. Each year the CSS data is used to develop this state-wide report which contains all of the aggregated results, analysis and data. See below Hindmarsh Shire Council's Community Satisfaction Survey results:

2020 Hindmarsh Shire Council Community Satisfaction Survey Results(PDF, 6MB)
2019 Hindmarsh Shire Council Community Satisfaction Survey Results(PDF, 2MB)
2018 Hindmarsh Shire Council Community Satisfaction Survey Results(PDF, 4MB)
2017 Hindmarsh Shire Council Community Satisfaction Survey Results

Policies - Council

Policies adopted by Council:

Human Rights Policy(PDF, 252KB) (adopted 15 December 2021)
Procurement Policy(PDF, 771KB) (updated August 2021)
Community Engagement Policy(PDF, 324KB) (adopted February 2021)
Council Gifts and Hospitality Policy(PDF, 531KB)
Financial Hardship Policy(PDF, 192KB) (adopted July 2019)
Media Policy(PDF, 405KB) (adopted December 2017)
Public Interest Disclosure Policy(PDF, 649KB) (adopted December 2019)
Public Arts Policy 2018(PDF, 378KB) (adopted August 2018)

2021 Workforce Plan

2021 Workforce Plan(PDF, 1MB)

The Workforce Plan aims to ensure that the goals and aspirations of the community as outlined in the Council Plan can be met by Council in the delivery of actions and services to the community.

This Plan aims to ensure that Council can best deliver the needs of the community, whilst ensuring a workforce plan is in place that has the skills, background and experience taking into account the challenges of the future.

Wimmera River Waterway Management Plan Dimboola

Wimmera River Waterway Management Plan Dimboola(PDF, 2MB)

The purpose of the Wimmera River Waterway Management Plan is to ensure the Wimmera River within the Dimboola locality is appropriately managed for the benefit of the environment, community, recreational users, traditional and abutting landowners. 

Social Media Guidelines and Moderation

Social Media Guidelines and Moderation(PDF, 127KB)

The purpose of these guidelines is to present a clear and transparent direction on how Hindmarsh Shire Council monitors the comments and interactions on all of Council’s Social Media pages.

Commerical Business Promotion on Social Media for Visit Hindmarsh

Commercial Business Promotion on Social Media for Visit Hindmarsh(PDF, 280KB)

The purpose of these guidelines is to present a clear and transparent direction on how Visit Hindmarsh social media platforms can incorporate private enterprise content whilst clearly avoiding any real or perceived unfair commercial advantage.

The guidelines clearly define what content is seen as tourism related and therefore appropriate for promotion on a tourism site.

The guidelines also clearly define how this content is to be generated, approved for publishing, and monitored so Council can maintain transparency in their actions and management of the pages. 

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