Coronavirus update 13 March 2020

Stage 3 lockdown: guidance and support.

At Boroondara, we’re committed to making your experience with us easy, convenient and empowering. One way we do that is by improving how you can interact with our services online. In the current COVID-19 situation, this work has proven to be even more important.

You can go to our website and use an online form to register your pet, report a damaged bin or notify us of a fallen tree branch.

People who already use these services online have told us they are happy with the experience. In the January to March quarter of this year nearly 10,000 people rated our forms 4.59 of 5 on average. They shared comments like ‘easy to use’ and ‘very simple and helpful’.

Over the past 12 months, we have made further improvements to our services online. We connected several of the online service request forms with our internal systems. This means that as soon as you submit your request, it is goes directly to the responsible team for action. We have eliminated the need for manual registration in our systems, which used to take up to two business days

Easy payment, more options

You can now pay at the time you request a service. For example, when you register your cat or dog with us, you can pay right away. This is a significant improvement that has resulted in immediate registration of most pets.

We offer convenient payment options across a wide range of our services. This includes BPAY, credit card and over-the-phone payments. As well as paying for pet registration, you can also use these payment methods to pay for rates, infringements and infringement payment plans. 

If you prefer to pay via credit card, but want to avoid a card surcharge, you can choose to do so via BPAY. If you like to pay over the phone, you can make multiple payments in one call. In the future, we will continue to add easy and convenient payment options that meet your preferences.

Focus on service delivery

We have improved the process for residential parking permit applications, hard waste collections and reporting a bin problem. Thanks to the quick registration of your requests we can respond faster so you don’t have to follow up.

For services like hard waste collections, you can select email or SMS reminders. When you choose this option, we remind you of your upcoming booking closer to the date. Customers have told us this makes it easier to use the service.

These improvements have eliminated most of the administration traditionally involved in registering customer requests. This means we can focus on delivering our services to you.

We will continue to improve how you can interact with our services online. For example, we are making it easier for you to report a range of issues straight from your phone, tablet or computer. Keep an eye on our website, social media and printed communications for news about the latest improvements.