For all enquiries and information relating to Council services please contact Customer Service.
- Lodge a service request via Snap Send Solve: Apple or Android
- Email: firstname.lastname@example.org
Whitehorse City Council online enquiry
During business hours (8:30am-5:30pm) and after hours emergencies: 9262 6333
Telephone Interpreter Service
Communicate with Council in a language other than English by calling our Telephone Interpreter service and request to be connected to Whitehorse City Council
TIS - 131 450
National Relay Service
If you are deaf or have a hearing or speech impairment, you can call Council through the National Relay Service:
Voice calls: 133 677
Speak and listen: 1300 555 727
SMS relay: 0423 677 767
Internet relay: www.relayservice.gov.au
For enquires and Council payments:
Whitehorse Civic Centre Customer Service
379-397 Whitehorse Road, Nunawading
8.30am – 5.30pm; Monday to Friday
Payment facilities only available 8:40am – 5:00pm
Forest Hill Customer Service Centre
Level 2, Shop 275, 270 Canterbury Road Forest Hill
9.00am – 5.00pm Monday to Friday
9.00am – 12.00pm Saturday
Box Hill Customer Service Centre
Box Hill Town Hall
1022 Whitehorse Road, Box Hill
9:00am – 5:00pm Monday to Friday
Locked Bag 2
Nunawading VIC 3131
Council welcomes enquiries from students and will aim to respond to student requests in a timely manner.
Due to the volume of enquiries received, it is only possible to respond to students via email.
Students should submit their requests and questions by email to email@example.com at least five working days before deadline. Enquiries submitted within a shorter deadline may not be answered.
Students should provide a name, contact email, phone number and university / school being attended, deadline and advise whether the request is for publication or an assignment.
If the enquiry relates to a topic which falls outside of Council’s areas of responsibility, the communications team will provide guidance on where the enquiry should be directed to.
Customer Service Charter
Whitehorse City Council is committed to meeting the needs of the community and providing excellence in customer service. Our Customer Service Charter sets out how we propose to meet these commitments to our customers.
As part of Councils Customer Service Charter we are committed to:
- Responding promptly to your enquiries,
- Being courteous, cooperative and professional at all times
- Providing you with current, accurate, accessible and easy to understand information
- Being punctual and meeting agreed appointment times
- Providing access to translation and interpreting services when required for non-English speaking residents
- Providing a 24-hour service through after-hours general information and emergency contact with non- urgent messages processed the next business day.
For more information, refer to Councils Customer Service Charter ( PDF 120.55KB)
Complaint Resolution Process
Whitehorse City Council is committed to providing excellence in customer service. Customer feedback is welcome and assists us in improving the services we provide to the local community. Our aim is to effectively manage the feedback we receive. Council has developed a guide to assist customers through the complaint resolution process.
For more information, refer to Council's Complaint Resolution Process ( PDF 777.5KB) and Complaint Management Policy
To request a claim against Council, you will need to complete a Request for Compensation.