At Moira Shire Council, we are dedicated to delivering high-quality, customer-focused services to all residents, businesses, and visitors. Council's Community Satisfaction Survey identified a gap in our ability to provide high quality customer service, the Customer Experience Strategy aims to address these gaps and improve the overall customer experience.

The Customer Experience Strategy 2025-2028 is a three-year roadmap designed to improve the way we serve our community. This strategy focuses on driving better customer service behaviors across our organisation and creating more respectful, responsive, and considerate interactions.

With your support, we aim to deliver quality customer services that meet your needs and build a stronger connection with our community. Explore our key focus areas and contribute to enhancing customer service in Moira Shire.

We invite you to get involved and provide feedback on the Draft Customer Experience Strategy by Sunday 12 January 2025.

The Strategy's Focus Pillars

  • Customer Engagement

    Moira Shire Council aims to understand customer needs, improve service delivery using feedback, and empower the community with self-service options. Key actions include creating customer profiles, sharing satisfaction survey results, setting performance goals, enhancing access to information, and simplifying engagement.

  • Skills to Serve

    Moira Shire Council is committed to developing skilled, empathetic staff to deliver exceptional customer service. Actions include implementing training programs, appointing Customer Experience leads, updating service guidelines for consistency, and enhancing the knowledge base to improve first-contact resolutions.

  • Excellent Service Delivery

    Moira Shire Council will enhance systems and processes to deliver better services. Key actions include improving the CRM system, streamlining policies, and creating dashboards to track performance across all contact methods, ensuring efficiency and a seamless customer experience.

Draft Customer Experience Strategy

Review the strategy and provide your feedback below.

Our Communication

  • By Telephone

    We answer calls promptly, resolve enquiries quickly, ensure smooth transfers, and leave a positive impression with clear next steps.

  • In Person

    We engage professionally, treat your with respect, and seek support if unable to assist directly.

  • Via Email

    We acknowledge emails within five days, include contact details in replies, and ensure you know who manages your request.

  • Online

    We provide an accessible, accurate website with up-to-date information and clearly outline all customer service contact methods.

You can assist Moira Shire Council in providing excellent customer service by:

  • Sharing accurate and detailed information, including your name and contact details.
  • Focusing on the facts to help us understand your request clearly.
  • Treating our staff with courtesy and respect.
  • Giving feedback to help us improve our services.
  • Letting us know your preferred contact method and keeping your details updated.
  • Booking an appointment if you need to discuss your matter in detail.

You can remain anonymous, but this means we can’t follow up with you about your request.

For enforcement requests, specific details may be required to ensure we respond appropriately.

Moira Shire Council
PO Box 578, Cobram VIC 3643
03 5871 9222
133 677 (National Relay Service)

Call Centre Hours
Monday to Friday 8.30am – 5:00pm
moira.vic.gov.au
info@moira.vic.gov.au

Main Administration Centre - Cobram
44 Station Street, Cobram
Office Hours: Monday to Friday 9.00am – 4:30pm

Customer Service Centre - Yarrawonga
100 Belmore Street, Yarrawonga
Office Hours: Monday to Friday 9.00am – 4:30pm
Closed daily between 12.00pm – 1.00pm