Online Customer Hub

Golden Plains Shire Council is proud to provide support to the Shire’s residents and communities across a wide range of services. All Council staff are committed to offering exceptional service and a positive experience to all customers consistently.  

Council's Customer Promise 

Customer Experience Promise

Council's Customer Commitments 

Council's Customer Experience

Contact Council

Council encourages customers to get in contact with us with any queries, requests, complaints and feedback. The Customer Experience team will help you get in touch with the right team to ensure your query is resolved. 



(03) 5220 7111    

1300 363 036 (toll free in shire)    



Post Service

Golden Plains Shire Council

PO Box 111

Bannockburn, Victoria 3331        


In Person

Bannockburn Customer Hub
2 Pope Street, Bannockburn        
8.30am to 5pm, Monday to Friday 

Smythesdale Customer Hub
19 Heales Street, Smythesdale 
8.30am to 5pm, Monday to Friday 

National Relay

TTY Users
Ph: 13 3677 and quote (03) 5220 7111

Speak & Listen Users
Ph: 1300 555 727 and quote (03) 5220 7111

Internet Relay Users connect to the NRS and quote (03) 5220 7111


Dealing with complaints is a core part of Council business. We value complaints and encourage people to contact us when they have a problem with our services, actions, decisions, and policies. We are committed to:

  • Enabling members of the public to make complaints about the Council
  • Responding to complaints by taking action to resolve complaints as quickly as possible
  • Learning from complaints to improve our services.
  • We treat every complaint we receive on its individual merits, through clear and consistent processes.

If you would like to submit a complaint about a recent experience with Council, please call the Customer Experience Team on 5220 7111. To learn more about Council's Complaints Handling Policy, please click here.

Customer Experience Strategy

Council believes that the experience customers have when engaging with Council goes far beyond the initial interactions with our dedicated Customer Service Team. Rather, Council recognises that all Council employees have a role to play in providing an exceptional customer experience. Therefore, Council developed the Customer Experience Strategy 2022-2026 to focus on its commitment to Customers.  This strategy contains an action plan to improve Council’s Customer Experience.  

To learn more about how Council are committing to improve customer experience download a copy of the Customer Experience Strategy 2022-2026 or visit one of Council's Customer Hubs and pick up a copy. 

Accessible Parking Permits

Victoria has transitioned to the State Government's new Accessible Parking Permit (APP) Scheme and online administration system. 

Residents and organisations who require a new permit, or need to renew or replace a permit, will need to apply with the new application process. 

To find more information about accessible parking permits please click here, or contact the Customer Experience Team on 5220 7111.

Updating your Contact Details 

It is important to ensure Council has your current contact details on record at all times.  If you need to update your details including updating your legal name, please complete Council's change of details form:

To request a paper version of this form, please contact the Customer Experience Team on 5220 7111.

Rate this page

Is this page useful?