Customers the winner in new charter

Published on 31 March 2026

Anyone with an electronic enquiry for Loddon Shire Council will receive a quicker response thanks to Council’s new Customer Experience Charter.

The Charter is the first action of the updated Customer Experience Strategy, which Council adopted in 2025.

There have been several changes to the previous Charter – the major one being that the response timeframe for electronic enquiries will be reduced from three business days to two.

Telephone requests to the service desk will be answered promptly and enquiries that can be resolved at first point of contact will receive a response on the same business day.

Requests that require referral to another department or Council officer will be returned within two business days.

Among the other changes are clear definitions to support a consistent approach to understanding and triaging enquiries, a section outlining how customers can help us to provide them with the best possible customer experience and information on how performance will be measured to support continuous improvement.

Loddon Shire Mayor Dan Straub said Council was committed to delivering a high-quality customer experience and the Charter reinforces that.

“Year in year out the Community Satisfaction Survey shows that our residents and ratepayers greatly value their customer experience,” he said.

“We recognise every time someone contacts Council it shapes how they perceive us, so it is important that we get it right, but also that the public knows what standard of service they can expect.”

The Customer Experience Charter is available on Council’s website.