Contacting Planning and Design Enquiry

General planning enquiry - no current application

Likely reasons for contacting planning for general advice

Development permitted on land?

Initial inquiry for subdividing land

Extension to existing building

If the customer has been advised to contact Planning

Erect a sign/other advertising

Advertising signs for businesses to be attached to their premises

Is a permit required for a...?

Customers may require general advice for applying for a permit

Run a business from home

Go to the Better Business Approval information page found on the council website www.greaterdandenong.vic.gov.au

Other matter

If you are unsure what the enquiry is regarding, check with the support team or your team member before entering a Merit for this reason

Initial Contact Process

Transfer the call to the Planning Phone Duty Officer - on Planning & Design General - If you cannot get through:

- Leave a callback in Merit

Complete callback Merit

Planning and Design > General Statutory Enquiry > General Planning Advice
Customer will be contacted within 1-2 business days

Subsequent Contact - Customer has not been contacted

If the customer has not been contacted, transfer the call to the Planning Phone Duty Officer on Planning and Design General - If you cannot get through, enter a follow-up report.

Follow-up Merit has a question to include the previous Merit number. If the customer is unable to provide, then search Merit to locate the report.

Complete follow-up Merit

Planning and Design > General Statutory Enquiry > General Planning Advice
Select UDF question 'Customer not contacted'. The Customer will be contacted within 1-2 business days

Existing active application

This is for active planning applications only, If the customer has a general enquiry, use the general enquiry process.

Case Officer to contact

Prior to transferring, ask for the planning application number and planner's name. If they are unable to provide this information you can locate it via 'Property & Rating' under property address and then under associations

Transfer the call to the case officer. If you cannot get through advise the customer
- Leave another callback Merit

Complete call back Merit

Planning and Design > Active Statutory Application > Case Officer to contact

The Customer will be contacted within 1-2 business days

Select in user-defined questions, reasons for contact:

Application status update
Consultation meeting
Discuss correspondence rec’d
Discuss planning decision rec’d
Objector/neighbour query
Previous Merit Number
Public Open Space contribution

Case officer did not contact - escalate report to Manager to contact

The customer complaints case officer has not contacted them after lodging a previous Merit to contact.
Try to transfer to the case officer again. If you cannot get through, enter an escalation report to the manager of that case officer

Follow-up Merit has a question to include the previous Merit number. If the customer is unable to provide, then search Merit to locate the report.

Complete Merit

Planning and Design > Active Statutory Application > Case manager to contact

Customer will be contacted within 1-2 business days

Select in user-defined questions, reasons for contact:

Unable to contact the case officer
Unhappy - application process
Unhappy - planning decision
Other matters - before using the selection, check with the Support Team to assist with the selection

Case Manager did not contact - escalate to Coordinator to contact

Complete Merit

Planning and Design > Active Statutory Application > Coordinator to contact

Customer will be contacted within 1-2 business days

Select in user-defined questions, reasons for contact:

Unable to contact the case officer
Unhappy - application process
Unhappy - planning decision
Other matters - before using the selection, check with the Support Team to assist with the selection