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New look customer service centre to reopen doors

Two smiling staff at the customer service desk.

We will reopen our customer service desk on Monday 29 June, following a three month closure due to the coronavirus pandemic.

Wednesday 25 June 2020

Mount Alexander Shire Council will reopen its doors to customers at the Civic Centre in Castlemaine from Monday 29 June in line with the current COVID-19 restrictions.

This will see face-to-face services at the customer service desk start up again following a three month closure due to the coronavirus pandemic.

Staff from planning, building, local laws, and public and environmental health will also be available at customer service on a roster basis.

The doors will open as part of a phased reopening strategy with community halls and sports facilities starting to reopen from Monday 22 June.

“We are really pleased to be able to reopen our customer service centre, and encourage everyone to follow the steps in place to help protect the safety of community members and staff,” said Lisa Knight, Director, Corporate and Community Services.

“While staff have continued to respond to calls and online requests over the past few months, we know many people prefer to come into the customer service centre for things like pet registrations and payments, or to discuss technical enquiries like a planning permit.”

The customer service centre will reopen the day before the final rates instalment and pet registrations are due for anyone who would like to make a payment over the counter. Precautions in place to reduce the spread of COVID-19 include:

• Limits on the number of people in the area
• Floor markers to help maintain safe physical distancing
• Hand sanitiser available at entry points
• Customer registration slips at the entrance to facilitate contact tracing if needed
• Signage to manage the flow of people in and out of the building; and the
• Installation of perspex screens to protect customers and visitors.

Community members will also notice a new look and feel to the Customer Service Centre as Council took the opportunity to complete a planned refurbishment during the closure.

The project has changed the height and direction of the customer service desk to create more space along the counter, improve accessibility and address ergonomic issues identified by user groups. New lighting will also improve visibility in the area.

Council worked with a central Victorian franchise Total Fitouts to complete the works, following a competitive tender process.

“The recent office closure presented the ideal time for the planned works to proceed, while minimising disruption to services,” said Ms Knight.

The Customer Service Centre on Lyttleton Street in Castlemaine will be open for general customer service queries from 8.30am to 5.00pm, Monday to Friday. Enter via the ramp on Lloyd Street.

The technical desk will be open for planning and building enquiries on Monday, Wednesday and Friday. Last queries taken at 4.30pm. A staff member from local laws or environmental and public health will be available on weekdays.

Council staff are continuing to offer phone, email and online services to the community where face-to-face services are not possible. Council can be contacted in several ways:

• Lodge a service request via the council website
• Email info@mountalexander.vic.gov.au for a general query
• Email covid19@mountalexander.vic.gov.au for COVID-19 related queries
• Call 5471 1700 between 8.30am to 5.00pm Monday to Friday.

Customers can continue to make payments online, by phone, or via BPAY at www.bpay.com.au.

Council staff who can continue to work from home will continue to do so until restrictions ease further.

To stay up-to-date with COVID-19 news and service updates from Council visit www.mountalexander.vic.gov.au/coronavirus.

For information about COVID-19 and the latest directions visit www.dhhs.vic.gov.au/coronavirus or the coronavirus hotline on 1800 675 398.


Image: Customer Service Officers Citasha and Kirsty at the newly refurbished customer service desk.

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