Getting support in person
We’re here to help with face-to-face support when you need it.
Getting support in person
We know sometimes it’s easier to talk things through in person. So while some customers are experiencing billing delays, we’re committed to offering face-to-face support for those who prefer a more personal approach.
Whether you need help understanding your bill, setting up a payment plan, or learning about grants and concessions, we're here to help.
Customer care in the community
Following your feedback for our customer care days in March and April, we’re heading back out into the community to offer more in-person support. Customer care days are designed to help give you confidence about managing your account. Translation services are available by phone, so language is never a barrier.
Attend a session near you
Check out the schedule of upcoming customer care days to find a session that works for you. Walk-ins are welcome, but we recommend booking an appointment to ensure you get dedicated time with a consultant.
| Where | Suburb | Date | Time |
|---|---|---|---|
| Caroline Springs Library and Learning Hub (complete) | Caroline Springs | Friday 30 May | 10am-4pm |
| Sydenham Neighbourhood House | Taylors Lakes | Saturday 14 June | 1.30-6.30pm |
| Wunggurrwil Dhurrung Centre | Wyndham Vale | Wednesday 18 June | 4-8pm |
| Lerderderg Library | Bacchus Marsh | Tuesday 24 June | 2pm-7pm |
| Gisborne Mechanics Institute | Gisborne | Thursday 3 July | 11.30-4pm |
| Melton Library and Learning Hub | Melton | Saturday 12 July | 11am-3pm |
Book an appointment at Sunbury or Footscray
We're also offering twice-weekly face-to-face appointments in Sunbury and Footscray until 5 June. These regular sessions are in addition to the customer care days scheduled across our service region.
- Book a time at the Sunbury location
Hume Global Learning Centre on Mondays and Thursdays between 10am and 2pm. - Book a time at the Footscray location
Footscray Library on Tuesdays and Fridays between 10am and 2pm.
Drop-in for help, Monday to Friday
Can’t make it to an event? You can also visit us Monday to Friday, 9am–5pm at:
- Footscray office 1 McNab Avenue
- Sunbury office 36 Macedon Street
Our team is here to help – please remember to treat them with kindness and respect.
