Bass Coast,

Community Satisfaction Survey Results 2016

Bass Coast Shire Council’s Community Satisfaction Survey ratings have dropped four points from 2015 to a score of 46, with values across all measures lower with the exception of sealed local roads.

The annual Community Satisfaction Survey is conducted by JWS Research and coordinated by the Department of Environment, Land, Water and Planning on behalf of Victorian Councils

Four hundred randomly selected residents were surveyed by telephone on a number of issues where they can voice their satisfaction levels with Council’s overall performance and a range of services. Non-resident ratepayers are not captured in the survey.

Bass Coast Mayor, Cr Jordan Crugnale, said it was disappointing to see the results drop, however, believed the community had seen a number of positives come from Council following the surveys being undertaken in early February this year.

“The results are what they are. They are taken from a one point in time and not at various points over the year and then averaged out. Our job is to now put them in context, analyse and dissect them, in particular, advocacy and overall Council direction which dropped significantly and customer service and community consultation which also dropped slightly.

"The survey results may have fared better if asked in April. Since then, we have had a Ministerial delegation of six State Ministers visit Bass Coast to meet with our community led by Council, and Bass Coast also received significant funding in the State Budget following considerable advocacy work by Council,” Cr Crugnale said.

“When the surveys were undertaken, we were also in the middle of consultation sessions with the community regarding our Long Term Financial Plan and Impact of Rate Capping. At the overwhelming request of the community, we have stuck with the rate cap, and we received some great feedback on how well the community consultation was managed.”

“There has also been some positive results and feedback from other community engagement activities over the last 12 months such as the Youth Action Plan, Economic Development Strategy, Natural Environment Strategy and Phillip Island and San Remo Tourism Strategy to name just a few,” Cr Crugnale said.

Cr Crugnale said all that aside, there was clearly room for improvement.

“We would like to achieve better results across the Shire, not just in one or two service areas or specific locations in the municipality. It is positive to see our score for sealed local roads increase by eight points, and we’ve performed strongly once again in customer service, with 55 per cent of respondents rating Council’s customer service as ‘good’ or ‘very good’,” Cr Crugnale said.

“From the results, we are seeing greater satisfaction from 18 to 34 year olds and this is favourable when compared with State and Large Rural Council averages; however, it was a much smaller age group that was surveyed. More than 50 per cent of respondents surveyed were aged above 65 and had the biggest decline in ratings. Residents from Grantville, Wonthaggi and Inverloch also had greater satisfaction as compared to respondents surveyed from Phillip Island.

“We believe the first half of 2016 has been filled with highlights for the Bass Coast community, and we will continue work closely with our community, and review services and facilities in Bass Coast.”

A full copy of the survey is available from