and 18 dog attacks reported. Appropriate enforcement Community 99.5% complaints X There were 1,159 items needing enforcement action in the first quarter of action will be taken within Amenity (1,153 out of 1,159 2015, compared with 990 for the 4th quarter of 2014 and 450 for the 3rd 3 working days on complaints) were quarter of 2014. This increase was due to a municipality-wide campaign complaints regarding a responded to within 3 undertaken by Council to remind property owners of the need to remove Local Law (such as an working days. overhanging/encroaching vegetation so footpaths are safe for people to use. overhanging tree, littering or obstructions on footpaths and roadways). Planning 100% of planning 100% decided in time. X ‘simple’ applications (as Six (6) VicSmart determined by the applications were VicSmart application received during this process) will be period; all of which determined within 10 were decided within working days. 10 working days. 80% of all other planning Council decided an X There was a 6% increase in the average number of planning applications applications will be average of 63% of decided this quarter compared to the same time last year. During the first determined within 60 days. applications within 60 quarter of the year, fewer applications are usually decided time’ as ‘in days. planning applications are not advertised over the Christmas/New Year period (due to residents potentially being away/busy). Planning staff will continue to look for improvements that can be made to processes and procedures to improve our performance on this measure. We will respond within 2 A total of 179 priority X Community working days to any 1 referrals was priority 1 referrals for received, with 100% Care assistance (prioritised responded to within 2 using priority of access working days. guidelines). We will provide all required A total of 13,859 X delivered meals to every meals was provided eligible Meals on Wheels within the quarter and 100% of these were client by 1pm. delivered by 1pm. We will respond within 1 A total of 54 X working day to any emergency home maintenance requests emergency home maintenance request made was received and 100% of these were by a recipient of Monash
and 18 dog attacks reported. Community Amenity Appropriate enforcement action will be taken within 3 working days on complaints regarding a Local Law (such as an overhanging tree, littering or obstructions on footpaths and roadways). 99.5% complaints (1,153 out of 1,159 complaints) were responded to within 3 working days. X There were 1,159 items needing enforcement action in the first quarter of 2015, compared with 990 for the 4th quarter of 2014 and 450 for the 3rd quarter of 2014. This increase was due to a municipality-wide campaign undertaken by Council to remind property owners of the need to remove overhanging/encroaching vegetation so footpaths are safe for people to use. Planning 100% of ‘simple’ planning applications (as determined by the VicSmart application process) will be determined within 10 working days. 100% decided in time. Six (6) VicSmart applications were received during this period; all of which were decided within 10 working days. X 80% of all other planning applications will be determined within 60 days. Council decided an average of 63% of applications within 60 days. X There was a 6% increase in the average number of planning applications decided this quarter compared to the same time last year. During the first quarter of the year, fewer applications are usually decided ‘in time’ as planning applications are not advertised over the Christmas/New Year period (due to residents potentially being away/busy). Planning staff will continue to look for improvements that can be made to processes and procedures to improve our performance on this measure. Community Care We will respond within 2 working days to any priority 1 referrals for assistance (prioritised using priority of access guidelines). A total of 179 priority 1 referrals was received, with 100% responded to within 2 working days. X We will provide all required delivered meals to every eligible Meals on Wheels client by 1pm. A total of 13,859 meals was provided within the quarter and 100% of these were delivered by 1pm. X We will respond within 1 working day to any emergency home maintenance request made by a recipient of Monash A total of 54 emergency home maintenance requests was received and 100% of these were X
customer-service-guarantee-quarterly-report-jan-march-2015.docx