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Baw Baw Council seeks community feedback on Customer Service Charter and Complaints Handling Policy, consultation closes 22 April 2026

Baw Baw Council is seeking community feedback on its draft Customer Service Charter and Complaints Handling Policy. Consultation is open until 5pm, Wednesday 22 April 2026, online or at Farm World.

By news@gippsland - 26th March 2026 - Back to News

Council is seeking feedback from the community as part of a review of two documents: the Customer Service Charter and the Complaint Handling Policy. A four-week consultation period is now open, closing at 5pm on Wednesday 22 April 2026. These documents set out what residents can expect when they contact Council and how Council manages feedback and complaints.

The proposed Customer Service Charter and Complaints Policy promote clear communication, timely responses, fair issue resolution, and invite residents to provide feedback through the consultation survey

Customer service standards

The Customer Service Charter explains the standard of service community members can expect when interacting with Council online, by phone, or in person. It reflects what our community has told us matters most: timely responses, clear communication and confidence that issues are being followed through. The proposed Charter focuses on key commitments to our community:

• Responding to enquiries in a timely way
• Providing clear and honest communication
• Keeping customers informed about the progress of their request
• Taking ownership of issues and working to resolve them
• Treating all customers fairly and respectfully

The updated Complaints Handling Policy outlines how concerns can be raised, how they will be reviewed and investigated, and how Council keeps community members informed throughout this process. Together these documents aim to improve how Council communicates with the community and ensure concerns are handled fairly and consistently.

How to get involved

Baw Baw Shire Mayor Councillor Kate Wilson is encouraging Baw Baw residents to read through the proposed documents and submit any feedback for consideration. "Council has a commitment to accountability, fairness and transparency in our interactions with you, the community, and these documents formalise that. We welcome feedback from everyone to ensure that commitment is being supported by our community so jump online and have your say."

Online

A four-week consultation period is now open, closing 5pm on Wednesday 22 April 2026. To have your say, your way, access and review the draft Customer Service Charter and Complaints Handling Policy on Council’s online engagement platform Baw Baw Connect by visiting Baw Baw Connect website.

In person

Members of Council’s Customer Service team will also be available to answer queries about these documents at the Baw Baw Shire Council booth at Farm World, Thursday 26th to Saturday 28th March.

Pictures from Baw Baw Shire Council website.

Source: http://gippsland.com/

Published by: news@gippsland.com

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• New Lakes Entrance fire station prioritised ahead of 2026 state election
  Council is urging the Victorian government to fund a new Lakes Entrance CFA station, replacing the 90-year-old facility to improve emergency response, safety, capacity and regional resilience.
• Latrobe City opens nominations for 2027 Australia Day Awards and Sporting Hall of Fame honours, nominate by 11 September 2026
  Latrobe City Council has opened nominations for the 2027 Australia Day Awards and Sporting Hall of Fame, recognising outstanding community contributors and sporting achievers. Entries close September 11, 2026.
• State Coal Mine Rescue Station Arts Centre in Wonthaggi receives major flooring upgrade, enhancing accessibility, creativity and community connection
  Living Local Regional Fund support has upgraded Bass Coast’s historic State Coal Mine Rescue Station Arts Centre, improving safety and accessibility while strengthening community programs, creativity, wellbeing, fitness and social connection.
• Marlo named sole East Gippsland finalist in Victorian Top Tiny Tourism Town Awards, celebrating community spirit
  Marlo was East Gippsland’s sole finalist in the Victorian Top Tiny Tourism Town Awards, recognised for its authentic visitor experiences and strong community-driven tourism campaign.
• Latrobe City endorses draft Moe Activity Centre Plan to guide future town centre growth and development
  Latrobe City Council endorsed the draft Moe Activity Centre Plan for public exhibition, outlining long-term CBD growth, planning reforms, improved public spaces and transport, with Planning Scheme Amendment C155 exhibition proposed for late 2026.
• Regional hospitals face staffing and funding pressures as new nurse-to-patient ratios take effect across Gippsland health services
  East Gippsland Shire Council is installing two louvered roofs at Bairnsdale Library, improving shade, weather protection and outdoor activities, with works expected to take two weeks.
• Southern Rural Water manages Gippsland storages during rainfall, balancing flood risks, water supplies and community safety
  Southern Rural Water managed Gippsland water storages during significant weekend rainfall, using controlled releases to create capacity, reduce flood risks and protect community safety and water supplies.
• Live and Loud at GPAC brings AFL Grand Final action, family fun and entertainment to Traralgon on 26 September 2026
  Latrobe City Council will host Live and Loud at GPAC on September 26, featuring family activities, entertainment, a ticketed musical-acrobat performance and free live screening of the 2026 AFL Grand Final.
• Coastal erosion forces indefinite closure of Kilcunda Rail Trail section for safety from 26 August 2026
  Bass Coast Shire Council will close a Kilcunda Rail Trail section indefinitely from August 26 after severe erosion washed away two metres of dune, threatening trail safety.
• Have your say on the Planning Scheme Amendment C161egip - Lakes Entrance Northern Growth Area (Revised) to unlock growth until 21 September 2026
  East Gippsland Shire Council is simplifying planning controls in Lakes Entrance Northern Growth Area, aiming to unlock housing growth, reduce red tape and support development over the next 30-plus years.
• Latrobe City launches Forestree platform showcasing 63,000 public trees across urban and rural townships
  Latrobe City Council has launched Forestree, an interactive platform showcasing more than 63,000 public trees, 600 species and ongoing tree planting, watering and maintenance efforts.
• East Gippsland targets Canberra visitors in new Spring Tourism Campaign, destination marketing and supporting local businesses
  East Gippsland Shire Council has launched a Canberra-focused spring tourism campaign, testing evidence-led marketing strategies while attracting shoulder-season visitors and supporting local businesses through targeted promotion.
• East Gippsland simplifies footpath permit fees, reducing costs for businesses while supporting safe, vibrant, accessible town centres
  East Gippsland Shire Council has introduced a simplified, tiered Goods on Footpath permit fee structure, reducing costs for many businesses while supporting vibrant town centres and maintaining safe, accessible public spaces.
• Marlo's Healeys road timber bridge to be replaced with stronger steel structure built for 100 years
  East Gippsland Shire Council will replace Marlo’s ageing Healeys Road timber bridge with a $642,780 steel structure, improving safety, access, load capacity and long-term reliability for local users.