The Voice of Customer program provides a framework to understand, measure and improve customer experience. Capturing and analysing customer experiences and feedback enables us to gain insights into our customers’ needs, preferences and expectations. We are invested in building a customer-centric culture and providing a consistent approach to customer experience and satisfaction.
Privacy collection notice — Voice of Customer
Glen Eira City Council (Council) is committed to protecting the personal information provided by you in accordance with the principles of the Privacy and Data Protection Act 2014 (Vic) (PDP Act).
We have a wide range of functions and powers relating to the collection, use and disclosure of personal information, most of which are set out in specific State and Commonwealth laws including the Local Government Act 2020. In addition, we may generally collect personal information in accordance with the PDP Act.
Personal information is collected for the purpose of obtaining your submission, addressing your comments or requests, improving our services and to remain in contact with you. The information collected from submissions may be used for de-identified data analytics for improving customer experience.
Written responses
If you do not want to complete an online survey or contribute to an online consultation, you can provide written responses by posting to:
Voice of Customer Survey
Glen Eira City Council
PO Box 42
Caulfield South VIC 3162
You can also request a hard copy of a survey form to be posted to you. To request this, contact our Customer Service team at (03) 9524 3333 or email us at mail@gleneira.vic.gov.au quoting Voice of Customer Survey.
Required responses
Please note that you will not be able to submit the online survey if you do not complete the required responses.
Contact details
Your contact details are not made public as part of the submission process.
Submissions made public
Submitters should note that all submissions received (including any personal information contained therein) may be made public unless you request that it not be made public, or Council considers it should not be made public. That will usually only occur for reasons associated with fairness.
Submissions that are made public may include redactions made that Council considers appropriate.
If you are concerned that the information you consider providing the Council may be defamatory, you should seek independent legal advice.
Submissions may be included within the official Council agenda and minutes, which are permanent public documents on the Council’s website.
Protecting personal information
We will take reasonable steps to protect personal information from unauthorised access, improper use, disclosure or alteration, and unlawful or accidental destruction or loss. We maintain secure systems for storing personal information and have security procedures to ensure we protect personal information.
Microsoft Forms
Council’s Voice of Customer Survey uses Microsoft Forms to collect the information which may be stored on its servers. For details on how Microsoft may access or use personal information, please refer to Microsoft’s Privacy Policy at https://privacy.microsoft.com/en-ca/privacystatement
Privacy Policy
If you want to know more about privacy, including your right to seek access to your personal information, see our Privacy Page at https://www.gleneira.vic.gov.au/about-council/our-organisation/council-legislation-and-policies/privacy or contact Council’s privacy officer on 9524 3333. Council’s Privacy Policy is available at https://www.gleneira.vic.gov.au/media/3329/privacy-policy-060318.pdf.
Freedom of Information Act 1982
All Council records, including submissions, are subject to requests under the Freedom of Information Act 1982.
