Customer Service Reports 2018

On this page, you will find the quarterly reports for 2018, 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 2018

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

Here is a snapshot of Council’s performance in the October-December 2018 quarter:

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

We will continue to strive to improve our performance.

Customer Service Guarantee Report - October-December 2018(PDF, 159KB)

Quarterly report for July - September 2018

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

Here is a snapshot of Council’s performance in the July-September 2018 quarter:

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

We will continue to strive to improve our performance.

Customer Service Guarantee Report - July-September 2018(PDF, 164KB)

Quarterly report for April-June 2018

Council performed well, recording an improved score in overall performance compared with the same period last year.

Here is a snapshot of Council’s performance in the April-June 2018 quarter:

  • 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.

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

Here is the full report: Customer Service Report - April-June 2018(PDF, 162KB)

Quarterly report for January-March 2018

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

Here is a snapshot of Council’s performance in the January-March 2018 quarter:

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

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 3 targets we did not come within 3% of achieving:

  • We will answer 90% of calls to our Customer Service Centre within 30 seconds.
  • We will investigate reports of litter and dumped waste on public land within 1 day of it being reported to us.
  • 80% of all other planning applications will be determined within 60 days.

Here is the full report: Customer Service Report - January-March 2018(PDF, 146KB)

Back to top