Customer Service 2017 Reports

On this page, you will find the quarterly reports for 2017, identifying how Council performed against its Customer Service Guarantee.

If you have any questions, please contact Jo Robertson, Executive Manager Communications and Customer Experience, on 0418 391 979 or at joanne.robertson@monash.vic.gov.au

Quarterly report for October-December 2017

Council's performance for the October-December 2017 quarter was slightly lower than for the July-September 2017 quarter.

Here is a snapshot of Council's performance for October-December:

  • 31 targets were achieved (and in some cases exceeded).
  • 5 targets were close to being achieved (within 3% of achievement).
  • 3 targets were not achieved.
  • 1 target was not yet applicable in this quarter.

Here is the full report:
Customer Service Report October-December 2017(PDF, 163KB)

Quarterly report for July-September 2017

Council's performance for the July-September quarter was higher than for the April-June 2017 quarter.

Here is a snapshot of Council's performance for July-September:

  • 33 targets were achieved (and in some cases exceeded).
  • 3 targets were close to being achieved ( within 3% of achievement).
  • 3 targets were not achieved.
  • 1 target was not yet applicable in this quarter.

Here is the full report: 
Customer Service Guarantee Quarterly Report - July-September 2017(PDF, 124KB)

Quarterly report for April-June 2017

Council's performance for the April-June quarter was slightly lower than for the January-March 2017 quarter.

Here is a snapshot of Council's performance for April-June:

  • 28 targets were achieved (and in some cases exceeded).
  • 6 targets were close to being achieved (within 3% of achievement).
  • 3 targets were not achieved.
  • 2 targets were not yet applicable in this quarter.

In the second quarter of 2016,  33 targets were achieved (and in some cases exceeded) and 2 targets were close to being achieved (within 3% of achievement).

In the next quarter, we will strive to meet the measures we did not achieve this quarter.

Here is the full report: 
Customer Service Guarantee Quarterly Report - April-June 2017(PDF, 147KB)

Quarterly report for January-March 2017

Council performed well although slightly lower in overall performance compared with the same period last year.

Here is a snapshot of Council’s performance in the January-March 2017 quarter:

  • 29 targets were achieved (and in some cases exceeded).
  • 5 targets were close to being achieved (within 3% of achievement).
  • 2 targets were not achieved.
  • 3 targets were not yet applicable in this quarter.

In comparison, in the first quarter of 2016, 31 targets were achieved (and in some cases exceeded) and 3 targets were close to being achieved (within 3% of achievement).

We will look for ways to improve our performance against the measures we failed to meet.

In particular, we will try to improve our performance against the 2 targets we did not come within 3% of achieving:

  • If you email us at our central email address (mail@monash.vic.gov.au), we will acknowledge your email within 1 working day and respond within 10 working days.
  • 80% of all other planning applications (except ‘simple’ planning applications) will be determined within 60 days.

Here is the full report: 
Customer Service Guarantee Quarterly Report - January-March 2017(PDF, 175KB)

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