New online portal marks major step forward in Maitland Council's customer experience commitment

Maitland City Council has launched a transformational customer portal to make it easier for residents to interact with Council online and provide feedback, log requests, and receive updates.

The new platform – known as ‘MyCouncil’ – is a significant step forward in Council’s commitment to improve and expand the customer experience for Maitland residents. After creating an account, residents will receive regular updates about actions taken by Council officers to resolve their issue.

‘We are excited to take the wraps off this easily accessible online option which will help reduce some of the frustrations that may have been faced when interacting with Council about subjects as varied as potholes, bin repairs or barking dogs,’ says Council’s Coordinator Customer Experience Bridget Wilks.

‘MyCouncil has been developed in partnership with and using feedback from the Maitland community,’ Ms Wilks says.

‘We conducted extensive interviews and workshops for 18 months to identify the digital solutions needed to cater to real needs and to ensure we met community expectations around accessibility, clarity, and privacy.

‘Maitland City Council is committed to keeping our customers front of mind when delivering and improving our services,’ says General Manager Jeff Smith.

‘MyCouncil is the result of that commitment and is a crucial part of our ongoing customer driven transformation.’

While MyCouncil offers an improved and expanded digital offering, it doesn’t replace existing methods of contacting Maitland City Council.

Residents who prefer not to use online services are also still welcome to call, email or visit the Maitland Administration Centre in person.

To register, visit MyCouncil.