Customer First Strategy

The community is at the heart of all we do at Nillumbik Shire Council, so it’s vital we provide the best service possible to our residents. Nillumbik's Customer First Strategy 2019-2022 describes the steps we will take to ensure we are delivering high-quality and exceptional customer service, and how we will continue to improve.

The strategy was adopted in March 2019. Our strategy's vision is that Nillumbik’s services are easy to use, and we will ensure they will be customer focused at all times in an environment where all customers will be treated with care and respect. The strategy guides our service delivery to focus on customer experience, meeting customer needs through digital innovation, service redesign and a customer-centric service model.

View the Strategy

Please note this document is best viewed in 'fullscreen' mode, by clicking the square icon in the bottom right. A PDF version is available for download below.

Download the Nillumbik Customer First Strategy(PDF, 4MB)

Customer Commitments 

As part of developing the Nillumbik Customer First Strategy, we collected feedback from customers and our staff about what is most important to them. Out of this process, four key commitments were identified which align our efforts, our thinking and our aspirations to deliver a great experience for our customers every day:


We listen to our customers, understand their needs and concerns and we put ourselves in their shoes


Our customers are provided with accurate information and consistent experiences across Council and all its customer channels, by knowledgeable and supportive staff


We understand our key customer journeys, we design and deliver our services to deliver quality outcomes and reduce duplication and repetition 


All customer processes, documentation, information and contact channels are easy to follow, are seamless and require as little time and effort from the customer 


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