Whitehorse Customer Service Centres

Consultation has concluded

Feedback closed 1 June 2023.

We are currently considering your submissions and will provide an update.

Background

We invited the community to tell us what is important to them about Customer Service from Council.

Whitehorse City Council has recently reduced the opening hours at its Customer Service Centres at Box Hill Town Hall and Forest Hill Chase Shopping Centre.

The Nunawading Civic Centre hours will not change.

The Customer Service Centres will be open:

Centre 

Mon

Tues

Wed

Thurs

Fri 

Box Hill

Closed

9am -1pm

9am –1pm

9am –1pm

9am -1pm

Forest Hill

Closed

9am -1pm

9am –1pm

9am –1pm

9am -1pm

Nunawading

9am-5pm

9am-5pm

9am-5pm

9am-5pm

9am-5pm


The reduced hours at Box Hill and Forest Hill reflect the very low numbers of in-person visitors at those centres. Visitor numbers were declining before COVID and have continued to decline.

At the same time, we are seeing growing numbers of customers use Snap Send Solve, webchat and other digital channels.

Council commits to providing customer service in various ways, including in-person. Council must prioritise its resources responsively to our community’s needs, and proportionate to when, where and how our customers want to interact with us.

In January 2023, Council considered closing the Forest Hill and Box Hill centres entirely. Instead, it decided to reduce the opening hours and undertake broader community consultation.

For information on how reduced opening hours at Forest Hill and Box Hill Service Centres may affect you, please visit our Frequently Asked Questions here.

Feedback closed 1 June 2023.

We are currently considering your submissions and will provide an update.

Background

We invited the community to tell us what is important to them about Customer Service from Council.

Whitehorse City Council has recently reduced the opening hours at its Customer Service Centres at Box Hill Town Hall and Forest Hill Chase Shopping Centre.

The Nunawading Civic Centre hours will not change.

The Customer Service Centres will be open:

Centre 

Mon

Tues

Wed

Thurs

Fri 

Box Hill

Closed

9am -1pm

9am –1pm

9am –1pm

9am -1pm

Forest Hill

Closed

9am -1pm

9am –1pm

9am –1pm

9am -1pm

Nunawading

9am-5pm

9am-5pm

9am-5pm

9am-5pm

9am-5pm


The reduced hours at Box Hill and Forest Hill reflect the very low numbers of in-person visitors at those centres. Visitor numbers were declining before COVID and have continued to decline.

At the same time, we are seeing growing numbers of customers use Snap Send Solve, webchat and other digital channels.

Council commits to providing customer service in various ways, including in-person. Council must prioritise its resources responsively to our community’s needs, and proportionate to when, where and how our customers want to interact with us.

In January 2023, Council considered closing the Forest Hill and Box Hill centres entirely. Instead, it decided to reduce the opening hours and undertake broader community consultation.

For information on how reduced opening hours at Forest Hill and Box Hill Service Centres may affect you, please visit our Frequently Asked Questions here.