Calls which cannot be resolved by the Service Centre will be referred to designated specialists in the Council who are able to deal with the matter. Visitors to the Glen Eira Council offices will now also have the convenience of attending only one centralised counter for their enquiries. Service Centre staff use an integrated Customer Requests Tracking computerised system, allowing for the accurate recording of requests and complaints, and instant referral to the designated actioning officer. They can track the progress of their request by making a simple phone call. The Council also benefits in being able to monitor service delivery levels and address problems in areas where complaints are most frequent.
Any resident can follow the progress of a request with one telephone call.
Council can also monitor service delivery levels.