Find out more on the City's:
“Connected Communities, Valuing Nature and Creating our Future Together"
Community life in the City of Kalamunda by 2027 is vibrant and inclusive. People of all ages and backgrounds are welcomed, valued and encouraged to be active in the community. Intergenerational programs and multi-use community hubs are accessible and
inviting. Coordinated aged care, youth and early year services and programs meet the needs of residents through all stages of life. The needs and differences of our distinct local areas are understood and planned. Volunteerism is supported and promoted.
Community groups work together to communicate and operate in a cohesive manner.
In 2027 our cherished forests, bush lands, waterways, habitats and open space are protected and flourish. Our stewardship of the natural environment includes protecting and enhancing our natural bush areas and biodiversity, renewable energy use, sensitive
waste management, using our water sustainability and preparedness through effective bushfire mitigation. We recreate in harmony with nature, enjoying bushwalks, trails, picnics and a range eco-tourism offerings. We educate and encourage more citizens
to be actively involved in sustainable living and volunteering to help care for our natural areas. Our agricultural industry is celebrated and supported to thrive. We will maintain our position of having the highest tree canopy levels in the Perth
By 2027 Kalamunda is easily accessible, to and from Perth City and, around the City. We have worked together to advocate strongly for well connected by public transport, bike paths and footpaths, as well as telecommunications technologies. We have together
built a strong local economy and support our small businesses, with a range of employment opportunities close to home. We have paid close attention to the evolving global society and together our people are prepared and enabled to live and prosper
in the technological age. Together we have designed and planned for housing choices that are diverse, we have affordable housing options and we are supported to live in Kalamunda as we age. Our built assets meet our needs and are sensitively designed
harmonising with the local built character, our heritage and the natural environment.In summary our vision is bold and courageous, we must strive to achieve it together if we want a future that provides us with purposeful and satisfying
Our simple guiding
principle will be to ensure everything we do will make Kalamunda socially, environmentally and economically sustainable.
We strive to ensure the City of Kalamunda is a safe and courteous place for all staff and customers.
At the City of Kalamunda we know creating a great place to live, means openly communicating with our customers and the broader community, responding to enquiries efficiently, as well as listening and accepting feedback to improve your customer service
experience. The Customer Charter is a statement of standards which summarises our commitment to you. Our vision is to make ‘our customers the ‘key influencers’ in the development, improvement and delivery of our services’.
This means we aim to ensure all customer interactions with the City of Kalamunda are timely and meaningful. If not, we will use your feedback to improve them. Best practice customer service outcomes can only be achieved with a combination of high
service standards, proactive delivery, and consistently improving processes and procedures.
We aim to ensure that customers:
Efficient communication is a vital part of customer service. We aim to respond and communicate with you within the following timeframes.
Customer Service Requests If your enquiry needs further investigation, we will enter it into our records system as a Customer Service Request which is tracked for a response within 5 business days. If we don’t have a resolution, in this time-frame,
we will still get in touch to let you know the next steps to progress your enquiry and an expected new time-frame for a progress update, until the matter is finalised.
We want to provide you with the best possible customer service. To help us we ask that you please:
We strive to ensure the City of Kalamunda is a safe and courteous place for all staff and customers. We are unable to serve, abusive customers who threaten staff, other customers or use offensive language. In the instance of a face to face interaction,
officers may walk away. On the telephone, officers can terminate the call. If via electronic communication, the customer address may be blocked. A decision may then be made to cease all communication to such a customer. They will be notified of this
in writing. Extreme and persistent threatening behaviour will be reported to the Police.
If your customer service request needs further investigation, we will enter it into our records system as a Customer Service Request which is tracked for a response within 5 business days. If we don’t have a resolution, in this time-frame, we will still get in touch to let you know the next steps to progress your enquiry and an expected new time-frame for a progress update, until the matter is finalised.
Please note, where requests have been received and lodged without correct contact information, our officers may not be able to conduct a follow-up and/or contact the requester with relevant status updates and/or clarification details. In some cases where
information is missing, this may result in the request not being fully addressed.
Below is specific requests and the City's service standard time-frame to resolve them.
Times vary depending on the severity or urgency of fault being reported. Emergency works: attended to within two (2) hours (contractor will be advised by phone).Urgent works: attended to within 24 hoursNon-urgent works: attended
to within two (2) business daysPlanned works: attended to within the scheduled time-frame