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Customer service

Customer Service Team

Customer service is at the heart of everything we do, and we are committed to providing a high level service right across the organisation.

The Civic Centre in Lyttleton Street Castlemaine is your one-stop-shop for customer enquiries.

The Civic Centre is located on the corner of Lyttleton and Lloyd Streets in Castlemaine. Our customer service staff offer many services including:

• Bookings for Council facilities including the Phee Broadway, Former Tea Rooms and Botanic Gardens; and the Ray Bradfield Rooms.
• Applications for building, planning, septic tank installations, disabled parking permits, road opening permits, rates concessions etc.
• Collection of fees and accounts payable including rates, dog and cat registrations, building fees, town planning fees, home help, delivered meals etc.
• Management of enquiries and complaints.

Customer Service Policy and Customer Service Charter

In December 2019, Mount Alexander Shire Council adopted a new customer service policy to guide service standards across the organisation.

The new policy came about as part of an update to the organisation’s Customer Service Charter as part of a council plan commitment to continuously improve service standards.

The new policy outlines:
• our commitment to customers
• customer's rights
• the standards customers can expect when dealing with us, and
• how customers can provide feedback.

The Customer Service Charter, first established back in 2013, has been revised and is now a much simpler and easy to read document for the community. The policy and charter sit alongside council’s complaints policy, adopted earlier this year.

You can read the Customer Service Policy by clicking here.

You can view the Customer Service Charter here:

VicRoads Agency

The customer service team at the Civic Centre also provide VicRoads Agency services including licence renewals, security licence renewals, learner permit applications, learner permit testing, sales of log books and work diaries.

License renewals will not be processed if the expiry date is within two weeks. This is to ensure all drivers remain legally licensed and allows for all relevant documentation to be processed.

Bookings must be made in advance for a Learners Permit test and can be made at any time.
Testing sessions are Thursday afternoons 3.30pm and 4.15pm.

Change of ownership details and unregistered vehicle permits application can be downloaded from the VicRoads website.
For more information contact us.

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