Why has Whitehorse City Council reduced the opening hours at the Customer Service Centres at Box Hill Town Hall and Forest Hill?

    Visitor numbers have been declining since before the COVID pandemic. They are very low, with sometimes fewer than 15 visitors per day.

    What will happen to Customer Service Centre staff?

    Reduced opening hours at Box Hill and Forest Hill mean more staff will be deployed to phones and digital channels like Snap Send Solve. There are no plans to reduce the number of Customer Service Officers.

    Are there any future plans to close the Customer Service Centre at the Whitehorse Civic Centre in Nunawading?

    No. Council affirms its commitment to maintaining full service at the Nunawading Civic Centre and keeping it open Monday-Friday, 9am – 5pm. 

    We are monitoring numbers attending Box Hill and Forest Hill. Operating hours at these Centres have reduced from 1 May 2023.  Council may consider closing those centres, taking into account numbers of visitors and community feedback about what’s important.

    Can I still pay my rates or invoices in person?

    Yes. You will continue to be able make over-the-counter payments at our customer centre at our Whitehorse Civic Centre in Nunawading, Mon-Fri, 9am - 5pm.  Currently, you can also make payments in person at our Box Hill and FOrest Hill Centres, Tues-Fri, 9am - 1pm. Alternatively, payments can easily be made online via our website at www.whitehorse.vic.gov.au

    Can I still look at Planning Scheme Amendment documents or other documents that are on public exhibition?

    Yes. Documents that are on public exhibition will be able to be viewed at our Customer Service Centre at the Whitehorse Civic Centre, Nunawading.

    Would I still be able to register my pet at a Customer Service counter?

    Yes. Alternatively, you can register your pet or update details online via our website at www.whitehorse.vic.gov.au

    What if I have a question? Will I still be able to speak to a Customer Service Officer in person?

    Yes. Our Customer Service Centres are open:

    Box Hill and Forest Hill: Tues-Fri, 9am – 1pm

    Nunawading: MOn-Fri, 9am-5pm

    Our phones are staffed Mon-Fri, 8.30am - 5pm. 

    You can leave a message with our Out of Hours phone service and we will be notified in case of urgent matters. 

    You can chat to one of our officers via ‘web chat’ Mon-Fri, 9am-5pm. Our chatbot may be able to help with pre-programmed responses outside those hours, or in peak periods if all our officers are on other chats. 

    How can I report an issue?

    Customers have the ability to easily access a range of Council services online 24 hours a day, 7 days a week - whether you need to report a problem, make a payment or ask a question. You can all us on 9262 6333. Urgent matters out of hours will be referred to a duty officer. You can also Report through the 'Report' button on our website or through the Snap Send Solve app.

    Will I still be able to drop off household batteries, mobile phones, etc?

    Yes. Both mobile phones and domestic batteries (excluding 6 volt batteries) can be recycled for free at our Customer Service Centres at Box Hill, Forest Hill and Nunawading.