Contacting Moreland City Council

There are many ways that you can contact Moreland City Council for information about its services and programs. 

• Visit Council
• Phone Council
• Post Council
• Fax Council
• Email Council
• Languages other than English
• Service at Moreland City Council
• Complaints about Council services

Visit Council

Council operates three Citizens Service Centres where you can enquire about Council services and make Council payments including rates, dog and cat registrations and parking fines.

Council Citizens Service Centres are located at

• Moreland Civic Centre, 90 Bell Street, Coburg

• Brunswick Town Hall, 233 Sydney Road, Brunswick

• 796N Pascoe Vale Road, Glenroy

Council's business hours are Monday to Friday, 8.30 am to 5 pm. Council offices are closed on public holidays.

All of Council's administrative functions, including planning, building, aged and disability services, children's services, and recreation services are located at the Moreland Civic Centre, 90 Bell Street, Coburg.

• How to get to Coburg Civic Centre pdf
• How to get to Brunswick Town Hall pdf
• How to get to Glenroy Customer Service Centre pdf

Phone Council

For all enquiries and information about Moreland City Council's services you can contact Council on (03) 9240 1111.

Moreland City Council operates a telephone typewriter (TTY) for people with a hearing impairment on (03) 9240 2256.

After hours emergencies
For after hours emergencies that involve Council, including blocked drains that could cause flooding, road accidents, debris over a footpath, oil spills, injured animals on public land, fallen trees, water leaking at reserves, and dog attacks, please contact (03) 9240 1111.

You will be prompted to press 1 on your touch tone phone to be connected to a Council officer. If you do not have a touch tone phone please contact (03) 9236 0771 directly. Non-emergency issues are referred to Council the following business day.

Post Council

Moreland City Council's postal address is Locked Bag 10, Moreland 3058.

Fax Council

Council's general fax number is (03) 9240 1212. 

Email Council

Council's general email address for enquiries and comments is info@moreland.vic.gov.au

Your email message will be sent and read by Council officers during working hours on Monday to Friday. It will then be transferred to the relevant officer or Councillor.

It is strongly recommended that confidential matters not be sent by email as Moreland cannot guarantee their security.

If your query is of an urgent nature, then please contact Moreland Council on
(03) 9240 1111.

Languages other than English

Language Link is Council's free multilingual telephone information service that provides access to Council through an interpreter. 

You can use Language Link whenever you need information about Council and Council services or would simply like to speak with a Council officer about an issue.

There are individual contact numbers for the nine community languages commonly used by Moreland citizens: Arabic, Chinese, Croatian, Greek, Italian, Polish, Spanish, Turkish and Vietnamese. 

There is also an 'other language' line to assist people from other language groups.

Service at Moreland City Council

Moreland City Council is committed to responding promptly to issues that are of concern to you.   

Our service commitment to you 

Moreland City Council is committed to providing quality services to the community. In providing these services, we will:  

• Be open, honest and treat you with respect
• Provide you with prompt, accurate and courteous service
• Treat you with dignity, equality and fairness
• Do what we say we will do
• Ask you what you think and listen to your response
• Constantly improve our services
• Keep you informed and deal with complaints promptly and efficiently  

Complaints about Council services

Complaints about Council services provided by Moreland City Council or its contractors.  

Citizens can make a complaint to Council where:  

• Council has failed to action a request within the acceptable response time;
• The service experience provided by the council officer or contractor has been unsatisfactory;
• The Council service is being delivered in an unsatisfactory manner and/or
• The communication process regarding the complaint has been unsatisfactory
• Any other matter where a citizen feels that he/she has not been treated in accordance with our service commitments.  

Citizens can make a complaint to Council:

In writing to:
Moreland City Council
Locked Bag 10, Moreland 3058  

By email to info@moreland.vic.gov.au  

Face to face at a Council Citizens Service Centre

General process for complaints handling at Moreland City Council  

Generally the manager of the relevant service area will coordinate the response to complaints 

The Citizen will be informed of the processes and timelines within which a complaint will be processed and responded to. If a complaint cannot be satisfactorily resolved within 10 working days the citizen will be advised in writing that the matter is still under investigation and will be resolved within 14 or 28 days depending on the complexity of the issue.

If the citizen considers that the complaint has not been satisfactorily resolved, he/she has a right of appeal at a higher level within the Council organisation. This may be to the Chief Executive Officer.

Citizens who are not satisfied with the way complaints are resolved after internal processes have been exhausted may elect to pursue matters with the Victorian State Ombudsman. Where there are external appeal mechanisms available, for example for Town Planning complaints, these can be referred to VCAT.