Input on customer service – Golden Plains Shire council meeting briefs

A NEW draft customer experience strategy for Golden Plains Shire has been made available to the public for feedback, after the plan was passed unanimously at last week’s regular council meeting.

The strategy will remain open for community input prior to next month’s meeting and was drafted after a series of surveys and workshops that took place earlier this year.

Cr Clayton Whitfield said the new strategy will boost the capabilities of customer responses across the municipality.

“Front of house staff have always been recognised by the public in a positive light and the strategies put forth will improve interdepartmental communication and improve the customer experience beyond the front desk,” he said.

“This strategy and the work behind it will go a long way to improving an area that traditionally has had poor ratings from the public.”

The feedback aims to give the Shire a direction in their customer service engagement, with an apparent focus on accountability, transparency, and accessibility through the use of online platforms.

Cr Helena Kirby said the strategy will help in “closing the loop” between residents and council, and it is hoped the feedback given will solidify council’s endorsement of it at next month’s meeting.

Looking back on COVID support

Councillors took a moment to reflect on the community’s challenges over the past two years and noted municipal efforts in assisting residents and businesses with the financial burdens of the pandemic.

Part of the COVID-19 Hardship Assistance and Recovery Plan, Golden Plains Shire allocated $50,000 out of the 2021/22 budget for continued financial support.

So far $27,500 has been used to provide rebates to residents in the 2021/22 financial year.

An additional $50,000 has been allocated to support mental health across the Shire, with Barwon Child Youth and Families contracted to develop a responsive mental-health program.

Cr Sharkey said council should be proud of the efforts in financially supporting the community through the pandemic.

“With that hardship policy, rather than putting that $50,000 back into consolidation, we’ve got $50,000 there that’s been put aside now to help the after-effects of COVID.

“It’s fantastic to see that sum of money actually doing something rather than being a tokenistic policy. It’s something that’s actually changing lives and helping people in the community.”

Rates were also partially waived as part of the hardship policy, including a maximum of $500 for businesses and individuals on JobSeeker and JobKeeper.

Rowe goes by the book

Cr Les Rowe has been chosen by council to serve as a deputy member for the Geelong Regional Library Corporation board.

Although passed unanimously, Cr Sharkey noted that not every councillor was present when the initial decision was put to council.

Cr Whitfield said Cr Rowe would do a good job in the position, and highlighted the “administrative requirement” of having a representative of council on the board.

“It is important as the library provides a terrific service for our community and we do contribute significant funding to ensure its operation,” he said.

Shed rule dead

Council overturned a policy that allowed landholders to build sheds on properties while houses are being constructed.

The policy was initially passed in 2017, and Cr Whitfield said it is now in direct conflict with the municipality’s current planning scheme.

“The policy allows a shed to be built once a dwelling has reached the completion of the footing stage, whereas the planning scheme says the shed can only be built if there’s a completed associated dwelling that is occupied,” he said.

“That is the difference, and that’s why it’s got to go.”

Punting policy pulled

A decision was made by councillors to revoke their gaming policy in place since 2012, and has outlined how council responds to the application of pokies in the Shire in the future.

The policy was due to be reviewed and is being dropped in favour of an amendment to the planning scheme to include local provisions and requirements within the gaming clause.

Cr Kirby supported the motion, and noted the lack of gaming with the region.

“I don’t think we’ve had any poker machines or that sort of thing ever in our Shire,” she said

“I think this is a good option to go forward, so if someone wants to lease a building but have gaming in it, it’s part of this policy review”

Council doesn’t support gaming in venues on municipal-owned land, and will consider a revised policy which will be consulted for future lease agreements.