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Council's Customer Service Centres to Open

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Friday, 26 June 2020 - 4:45pm
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Council’s Customer Service Centres at The Well in Smythesdale and the Golden Plains Civic Centre in Bannockburn will reopen for face-to-face customer service on Monday 29 June, 2020.

In the first week of operation, 29 June to 3 July, opening hours will be 9am to 4pm at both centres; with full operating hours of 8.30am to 5pm, Monday to Friday, starting 6 July. In April 2020, Council’s Customer Service Centres closed to face-to-face interactions due to the COVID-19 pandemic. Over the past two months, construction was completed on the new Customer Service Centre at the Golden Plains Civic Centre and the upgraded centre at The Well.

Completed as part of the Stage One works on the Golden Plains Civic Centre, the new Customer Service Centre is Bannockburn is modern and fully accessible. As well as answering enquiries and completing transactions over the counter, there are dedicated meeting rooms for residents to consult with Council officers.

Previously, the Customer Service desk at The Well was located in the open foyer of the busy community building. The upgrade has transformed a storage space and hallway into the enclosed new centre in a secure location where customers can action their service requests and enquiries in a more private space. The upgrade also includes an extension of Council’s office space to allow more staff to work in the north of the Shire and improved ICT capability at The Well.

With the desk now located in a secure location, the Customer Service Centre in Smythesdale will accept cash transactions, offering the full range of Council’s customer services for residents of the north of the Shire at this accessible centre from 8.30am to 5pm, Monday to Friday (from 6 July). Customer services previously available on a limited schedule at the Council’s office in Linton will transition to The Well, which will be home to two Customer Service officers providing a full level of service. Council’s Linton location will continue to offer meeting space for community groups, host Council Meetings and provide office space for staff, supporting the Council depots in Linton, Shelford and Rokewood.

Residents who visit Council’s Customer Service Centres are required to follow social distancing guidelines and health and hygiene protocols, including a limit on the number of people in the centre at a time and application of hand sanitiser. Customer visits will be limited to 15 minutes at the desk or in a meeting room, with options for follow-up phone and online meetings available for longer consultations. Customers seeking more information about attending Council’s Customer Service Centres are welcome to call 5220 7111.

Mayor Cr Owen Sharkey said the upgrade at The Well delivers on Council’s 2019/20 Budget commitment to improve the customer service commitment in Smythesdale.

“The Well is a busy community hub that is easily accessible for residents across the growing north of Golden Plains. Last year, Council increased customer service desk hours to full-time which has had a very positive response, and now we’re pleased to see the upgraded centre open with improved privacy and additional services for customers in our northern communities.”

Council CEO Eric Braslis said the relocation of customer services from Linton to Smythesdale will provide an improved workplace for staff and a better service for Shire residents.

“Council’s Customer Service team have done an impressive job during the face-to-face closure, helping residents on more than 300 phone calls a day, as well as completing digital and mail enquiries. Now settled in the upgraded centres at Bannockburn and Smythesdale, our dedicated customer service team and Council officers look forward to helping and meeting with residents in person once again.

“Previously, the officers worked solo in Linton and Smythesdale, so customer service was closed for lunch breaks and leave days. As an employer, we have a responsibility to provide safe, accessible work environments for our staff and the upgraded centre at The Well achieves this, while also giving improved customer service for our northern communities.”

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Page Last Updated:

Friday, 26 June 2020 - 4:47pm


Council acknowledges the traditional Wadawurrung owners of this land. Council pays its respects to Wadawurrung Elders both past and present and extends that respect to all Aboriginal and Torres Strait Islander People who are part of Golden Plains Shire.