Council committed to customer-first culture with development of draft Customer Charter

The Customer Charter is a key action under the Council Plan's Customer Focused Alpine objective, which commits Council to building a customer-first culture supported by strong systems, processes and communication.

The draft Charter sets out the service standards customers can expect when interacting with Council, including response timeframes for enquiries, requests and feedback.

It also establishes clear expectations for both Council and customers, helping to improve consistency, transparency and accountability across the organisation.

The Charter has been developed using feedback from a customer survey, benchmarking with other Victorian councils and consultation with Council staff to ensure the commitments are practical, measurable and achievable.

Council Chief Executive Officer, Will Jeremy, said the draft Charter was an important step in Council's commitment to continuous improvement.

"Our Council Plan commits us to putting communication first and continuing to improve the way we serve our community," he said.

"The draft Customer Charter clearly outlines what our customers can expect from us and strengthens our commitment to delivering transparent, consistent and responsive service.

"We've listened to customer feedback and worked with staff across the organisation to develop a Charter that is both practical and meaningful.

"We're now inviting our community to review the draft Charter and tell us whether it reflects the level of service they expect from Council."

Feedback received during the consultation period will help inform the final Customer Charter, which will be presented to Council for adoption following community engagement.

Community members can review the draft Charter and provide feedback:

• Online at Alpine Shire Council Customer Charter | Engage Alpine
• In person at Alpine Libraries, and at Council's Customer Service Centre in Bright

Submissions will close on Wednesday, 7 October 2026.