Community Satisfaction Survey Reflects Challenges and Opportunities
Published on 14 August 2025
The results of the 2025 Local Government Community Satisfaction Survey are in, offering a snapshot of Council’s performance over the past year and providing valuable insights into community perceptions of Southern Grampians Shire Council’s services.
Conducted independently by JWS Research on behalf of the Victorian Government, the annual survey captures the views of residents across key areas. As part of their methodology, JWS interview 400 people to gather the necessary data. This year, around 2100 people in the Shire were contacted in order to complete the required 400 interviews. This year’s results reflect a stable performance overall, with some notable advancements and identified areas for future improvement.
Council marked the biggest improvement in overall direction, up six points from 2024. Other areas showing modest improvements included consultation and engagement up three points from last year, sealed local roads up three points, value for money up two points and community decisions up one point from 2024. Remaining unchanged from the 2024 scores were waste management 59 and overall performance 44, with the only declining score being customer service dropping two points to 58.
Southern Grampians Shire Council Mayor Dennis Heslin said while it was pleasing to see most results steadily improving from previous years lows, Council acknowledges there is a long way to go to increase the scores to the State-wide averages.
“This has been a very big year for Council which has given us all some very distinct highs and lows with bushfires, droughts and the completion and progression of large milestone projects,” said Cr Heslin.
“Given the challenges faced within our community, the fact that the overall performance ratings have held steady with Council direction moving upwards is encouraging. Council have worked hard to be transparent and more accessible to the community we represent which is a desire we’ve heard loud and clear from residents.”
“What’s most clear to us from the survey, is that significant work is required for us to meet the expectations and hopes of our community,” said Cr Heslin. “We’re not shying away from the fact that we have a long way to go before we see the results we want to see, with the Southern Grampians near the State-wide average and above the Large Rural average. However, we can take from the responses that we are on the right path and moving in the right direction.
A number of measures have been implemented over the last 12 months to improve customer service, transparency, service levels and communication. A new customer service charter outlines response timeframes and expectations for the community, and condition assessments across roads, footpaths, buildings, and playgrounds are guiding long-term capital works and maintenance. Following a period of community engagement, the updated Road Management Plan sets clearer service and intervention levels. From September, Council will offer waste collection to previously unserviced properties and has strengthened project communications. A new business facilitation officer is also on hand to help local businesses navigate permit processes and get up and running sooner.
“We want the community to know that we are committed to doing more to see better satisfaction ratings for our residents to ensure that the Southern Grampians remains a highly desirable place to live, work and visit,” concluded Cr Heslin.
Council noted the survey results at last night's ordinary Council meeting and will continue to use the feedback to inform future planning and service delivery. Results are available via the Council website.
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