Corporate governance

The Local Government (Best Value Principles) Act 1999 requires the six Best Value Principles be applied to all Council services since 31 December 2005. These principles aim to ensure Local Government services are the best available and that they meet the needs of the community.

Glen Eira City Council has developed an organisation-wide approach to the Best Value Principles to ensure they are embedded in our values, culture and evident in everything we do.

The Best Value Principles are applied universally to ensure:

1. Best quality and value-for-money.
2. Responsiveness to community needs.
3. Accessibility of services to those who need them.
4. Continuous improvement of all services.
5. Community consultation on all services and activities.
6. Regular community reporting on Council achievements.

The following Best Value initiatives were undertaken in 2020–21

Digital:

• activation of online services during COVID pandemic including GEL Anywhere, StoryTime, Crafternoons;
• BusinessEd digitisation and Business hub development;
• staff health questionnaire to ensure COVID plan compliance;
• live chat function incorporated into Council’s website;
• activation of our Glen Eira Storytelling Festival website;
• digitisation of Glen Eira Leisure first aid incident reporting;
• digitisation of the business refund process; and
• digitisation of the Classified Tree Register and special waste application.

Transformation:

• COVID QR entry code generation (prior to Services Victoria rollout);
• phase one of single customer view — scoping;
• Policy audit; and
• schedule of strategic service reviews to ensure our services operate efficiently and remain relevant and aligned with community needs, and wants, now and into the future.

Strategy and reporting:

• endorsement of our 2040 Community Vision;
• introduction of our Integrated Planning and Reporting Framework;
• phase one story telling and data driven decision making using Power BI;
• adoption of new Our Climate Emergency Response Strategy 2021–2025 and Urban Forest Strategy;
• implementation of CAMM’s risk system; and
• reporting to the community through the Know Your Council website, quarterly performance reporting and our Annual Report.

Customer experience:

• launch of our Customer Experience Strategy;
• adoption of our Community Engagement Policy; and
• conducting community satisfaction surveys to capture information to inform planning for improvement.

Ongoing and future initiatives

Digital:

• digital strategy;
• fit for future staff intranet;
• Smart Cities framework and roadmap; and
• digital content capability uplift.

Transformation:

• delivery and change framework including an Innovation toolkit;
• Practise Leaders rejuvenation;
• forms platform;
• information and communications technology strategy development incorporating information management framework; and
• contemporary workforce planning incorporating flexible working.

Strategy and reporting:

• implementation of our Integrated Planning and Reporting Framework;
• Glen Eira Housing Strategy development;
• Glen Eira Organisational Plan development;
• consolidation of reporting tools;
• using data to inform decisions and tell stories; and
• Glen Eira Community Engagement Strategy development.

Customer experience:

• customer relationship management system modernisation;
• Customer Experience Strategy implementation;
• Snap Send Solve optimisation; and
• updated Communications and Advocacy Policies and Plans.

We value diversity and do not tolerate any discrimination in the workplace. We have equal opportunity policies and procedures, including anti-discrimination, which we communicate to all employees.

Our Equal Employment Opportunity Program includes online and face-to-face training and a contact officer network. The Program aims to protect existing and prospective staff from experiencing workplace discrimination. It also ensures we promote equal employment opportunities and comply with federal and state laws, in particular the:

• Equal Opportunity Act 2010 (Vic);
• Racial and Religious Tolerance Act 2001 (Vic); and
• Victorian Charter of Human Rights and Responsibilities Act 2006.

We ensure employees get information and online or face-to-face equal opportunity training at their induction and during their time with us. Training relates to the avoidance and notification of harassment, discrimination, vilification, bullying and occupational violence.

We also appoint equal employment opportunity officers to confidentially help and support staff members who believe they’ve experienced workplace discrimination or harassment. If a complaint arises, we deal with the issues quickly and confidentially through an internal investigation process. This year, we also introduced a standalone sexual harassment policy in accordance with best practice and audit guidelines.

Our staff did not raise any discrimination or harassment matters with external bodies in 2020–2021.

Workplace diversity update

In September 2017, we launched a Workplace Diversity Strategy to promote awareness of diversity issues, address employment gaps and create a safe and inclusive work environment. The Strategy aims to recognise, encourage and value the diverse abilities, skills, languages, cultures and backgrounds of our employees. By taking a proactive approach, we’re working to stand out as a leading employer and create an environment that aligns with our five organisational values: Collaboration; Respect; Service Excellence; Integrity; and Innovation.

In 2020–21, we:

• continued to deliver diversity-related training and awareness programs across all levels of the organisation;
• continued to participate in diversity awareness, celebration and recognition events, such as NAIDOC Week, Reconciliation Week, Harmony Week, International Day Against Homophobia, Biphobia, Intersexism and Transphobia (IDAHOBIT), Midsumma Pride March and International Women’s Day;
• reviewed our Workplace Flexibility Policy;
• developed a Prevention of Sexual Harassment Policy and Procedure;
• commenced work on Council’s obligations under the Gender Equality Act 2020, including participation in the People Matter Survey for Local Government in preparation for the development of Glen Eira’s first Gender Equality Action Plan;
• developed a workforce planning approach to adhere to the requirements of the Local Government Act 2020;
• conducted an Employee Engagement Survey; and
• partnered with specialist recruitment services to promote employment opportunities to people from diverse backgrounds.

In July 2019, Council endorsed the Family Violence Prevention Action Plan 2019–2021 to outline our commitment and priorities in the prevention of family violence across our diverse community. The Action Planaims to take a primary prevention approach to eliminating family violence against women and children, recognise the importance of gender equality, use evidence, research and policy, and establish partnerships, participation and collaborations. The Action Plan is informed by the Glen Eira City Council Family Violence Prevention in the Community Policy, the Municipal Public Health and Wellbeing Plan 2017–2021 and its implementation is guided by the Family Violence Prevention Champions Group, an internal working group of Council officers from across the organisation.

In 2020–21, we:

• achieved implementation of 97 per cent of year two of the Family Violence Prevention Action Plan 2019–21;
• promoted the prevention of violence against women by providing nine local cafes around Glen Eira with recyclable coffee cups featuring #Respect starts with me;
• invited Girl Up, a community group of young women to deliver two Growing Up Girl school-based initiatives focused on exploring ways to promote social change for girls in Glen Eira schools;
• implemented the Family Violence Multi-Agency Risk Assessment and Management Framework with all Maternal and Child Health staff to ensure services are effectively, collaboratively and consistently identifying, assessing and managing family violence risks;
• delivered the International Women’s Day photo exhibition, which celebrated the achievements, passions and contributions of local women in Glen Eira;
• reached more than 1,000 young people through Council’s Youth Services unit, to provide information, referrals and support on family violence through phone calls, seminars and emails;
• participated in the 16 Days of Activism campaign and the International Day for the Elimination of Violence against Women;
• conducted Bystander Training for 18 participants through No to Violence, spread awareness through social media by posting #Respect messaging from Respect Victoria and implemented a footpath sticker campaign;
• facilitated four sessions of the Everyday Conversations’ Active Bystander Training with Council employees, Senior Citizen clubs, community and neighbouring councils to:
  • explore how gender inequality is reinforced through everyday interactions;
  • look at how we can all contribute to change within our communities; and
  • explore a range of practical skills for inviting reflection and change.
• built community capacity to prevent family violence through activities:
  • community Bystander Training;
  • Mother’s Day This Girl Can exercise class at Glen Eira Sports and Aquatic Centre; and
  • respectful relationship classes at Glen Eira Adult Learning Centre.

The downloadable PDF table indicates the services we provided to the community in 2020–21 and how they performed against our Budget.

The table describes each activity, including the people or sections of the community who received the services. A range of factors influences the net cost of services, including community demand, government policy, expected grant income and other factors that we can’t always regulate.

We value your right to privacy and we’re strongly committed to protecting your rights. We must adhere to privacy laws when collecting and handling your personal information and dealing with things like complaints and submissions.

We comply with our obligations under the Privacy and Data Protection Act 2014 (PDP Act) and the Information Privacy Principles in relation to all personal information we collect.

For more information download our Privacy Policy.

We identified four data breaches involving our email system in 2020–21. In each instance, Council responded to the breach promptly and in line with its Data and Privacy Breach Response Procedure. We assessed necessary steps to take and which affected individuals should be contacted and sought the assistance and guidance of the Office of the Victorian Information Commissioner (OVIC) where appropriate. Our prompt response to each incident and compliance with internal breach processes resulted in no complaints being received by us or OVIC regarding the data breaches. We have taken further actions to reduce the possibility of further breaches by implementing procedural controls where warranted and providing additional staff training.

No complaints from regulatory bodies were received.

We will:

• only collect personal information that is necessary for Council’s functions and activities, and generally with your knowledge. There are circumstances where we may receive personal information from a third party. For example:
  • If you visit a Maternal Child Health Centre you may provide us with information about your child or other family members.
  • We may receive information about someone from their neighbour if a complaint about noise is made to Council.
• only use personal information for the primary purpose for which we collected it and related secondary purposes that would be reasonably expected (sensitive information must be directly related);
• take reasonable steps to protect personal information from unauthorised access, improper use, disclosure or alteration and unlawful or accidental destruction or loss. We maintain secure systems for storing personal information and have security procedures to ensure we protect personal information;
• only disclose personal information to a third party (including contractors, government organisations and authorities) in accordance with our Privacy Policy, legislation requiring or permitting us to do so or with prior consent; and
• not keep personal information on our systems for longer than is necessary (subject to the requirements of the Public Records Act 1973 or other legal requirements).

In respect of health information we collect, we comply with our obligations under the Health Records Act 2001 and the Health Privacy Principles set out in that Act. These obligations are similar to those contained in the Privacy and Data Protection Act 2014.

For more information download our Health Records Policy.

If you use our website, we collect certain automatically recorded information, including:

• server address;
• domain name;
• date and time of visit;
• pages accessed;
• documents downloaded;
• previous site visited (where you visited our website via an external link);
• user demographics; and
• type of browser used.

We do:

• analyse user data to gain insights about how to improve the functionality and experience of the website. For example, we can look at aggregate patterns, such as the average number of service searches that users perform; and
• use cookies (small blocks of data that can be used to identify a user) to remember you and your preferences from last time you visited our website. We do not store any personal information in cookies.

We do not:

• have access to credit card details used to make online payments. Our banking provider handles all online payments and we do not manage or maintain its website. Our agreement with our banking provider, in common with our other contractors, imposes obligations in relation to confidentiality and privacy;
• take responsibility for protecting users’ privacy rights in relation to external websites accessed via links on our website (note: where we outsource one of our functions to a contractor, it is obligated to comply with privacy law and our Privacy Policy); and
• have a website with the facility to allow for the secure transmission of information. You should be aware of the potential risks of sending personal or sensitive information via the internet.

Submissions are not confidential and may be incorporated into the agenda of the Council Meeting at which they are considered. Council redacts name and contact information where appropriate. We make submissions available for public inspection in accordance with applicable statutory requirements, including those prescribed by the Local Government Act 1989 and the Local Government Act 2020 and the Local Government (General) Regulations 2015.

Under the Planning and Environment Act 1987, we must make available, on request, a copy of any objection to a planning application (in full) for inspection by any person during business hours. Any personal information contained in an objection may be disclosed to a third party for the purpose of complying with that Act.

Under the Planning and Environment Act 1987, we must make available a copy of every submission to a Planning Scheme Amendment for inspection by any person during business hours, until the end of two months after the Amendment comes into operation or lapses.

Name and contact details of submitters are required for Council to consider submissions and to notify submitters of the opportunity to attend Council Meetings and any public hearing held to consider submissions. Any personal information contained in a submission may be disclosed to a third party for the purpose of complying with the Planning and Environment Act 1987.

Please contact our privacy officer in the first instance if you have a concern or complaint about our management of personal or health information.

You can also make a complaint to the Information Commissioner in relation to personal information or the Health Complaints Commissioner, in relation to health information, but they may decline to hear the complaint if you did not make it to us first.

For more information about privacy at Glen Eira City Council, including the right to seek access to, or amend your personal information, contact our privacy officer on 9524 3333 or email privacy@gleneira.vic.gov.au