Reporting a Maintenance Issue

 Reporting a maintenance issue

You can report a maintenance issue using our contact us page or through Customer Service Centre (03) 6216 6800.

What we will need from you

We need you to provide as much detail as possible about the problem and its location (including information such as the road name, or the house number of the property it is near).

Leaving your name and address is optional, but it can be helpful if there are issues locating the problem or if the work is not undertaken for various reasons. 

 

What we will do

Our Customer Service Centre will complete a Work Order Request and this will be sent to the relevant staff.

Please note that the work will not always be carried out immediately, unless we believe the issue creates an immediate danger. Often the work will be programmed to occur with other maintenance work.

There are four possible actions that may be taken:

  1. The work required is completed as soon as practical

  2. The situation is monitored with the work potentially completed at a later date

  3. The problem is assessed as not meeting the intervention levels, under our Service Levels. No work will be done if this is the case. Every effort will be made to contact the customer and inform them of this outcome

  4. The asset is not a Council asset and the work is not completed. If this is the case every effort will be made to contact the customer and inform them of this outcome