What’s changing?

Our online customer portal is being enhanced to make it easier to apply, pay and manage your requests in one place. Customers can already create an account to track requests, update contact details and view property information. From 1 July 2026, account holders will be able to access a wider range of Council services online.

When are the new services available?

The enhanced online services are available from 1 July 2026.

Why is Council making this change?

We’re improving how you access Council services so it’s simpler, faster and easier to manage requests, applications and payments online.

Using the new system

Do I need to create an account?

No. You can still report issues without an account. However, an account is required to apply for many services, make payments, track requests and access additional online features.

What additional services will be available through the portal?

From 1 July, customers with an account will be able to access more services online, including:

• Apply for services online
• Make payments
• Track your requests
• Update your contact details
• View your account, invoices and transactions

What are the benefits of creating an account?

Creating an account allows you to access a range of online services in one place, track requests, manage your details, view property information and complete transactions with Council more easily.

Will paper forms still be available?

Most of our forms are now online. However, some commonly used forms are still available to download and print.

Available paper forms include:

Compliance

• Pet registration 
• Cancel pet registration 
• Apply for an infringement review 
• Apply for an infringement payment arrangement 
• Nominate another person for an infringement 

Rates

• Apply for a pensioner concession 
• Request a refund for rates overpayment 
• Set up direct debit payments 
• Request a payment plan 
• Change your details 
• Apply for financial hardship support 

You can access these forms on our website or pick them up from a Customer Service Centre.

Can I still speak to someone?

Yes. Our Customer Service team is still available to help you. Our contact centre is open Monday to Friday, 8am to 5pm.  For urgent issues outside of business hours you can call 1300 023 411 and you will be directed to our after-hours service.

After go-live

What if something isn’t working?

We’re working to make the transition as smooth as possible. If you experience any issues, please contact Customer Service.

Will there be delays?

There may be short delays to some applications and payments while we settle into the new system.

I have an account, but I can’t see my property or pet information.

If you have recently created your account, it may take a few days for us to link your account to your information.
If you have previously had an account and are still unable to view your property or pet information, please contact the Customer Service team on 1300 023 411 and we will be happy to assist you.

Getting help

I’m not confident using online services—what should I do?

We’re here to help. You can:

• Call Customer Service
• Visit a Customer Service Centre
• Ask our staff for support

How do I get started?

Create an account on our website and follow the prompts.
 

What is changing? 

Wyndham City is upgrading its digital services.

From 1 July 2026, applications, renewals, documentation and payments must be submitted through our new digital services platform.

This applies to:

• Building-related applications and permits
• Planning-related applications and submissions
• Report & Consent applications
• Legal Point of Discharge applications
• Consent for Works and infrastructure-related applications
• Food, health and beauty premises annual renewals
• Accommodation renewals
• Pool and spa registration renewals and inspection requirements
• Submission of requested inspection documentation
• Payment of application, registration and inspection fees

From 1 July 2026, you will:

• Create a new account and log in to transact with us
• Complete online forms instead of PDF or paper forms
• Upload supporting documentation digitally
• Pay fees upfront by credit card at the time of submission (where applicable)
• Reply to system-generated emails rather than corresponding directly with a Council officer or mailbox
• Use online self-service to track the status and progress of applications or renewals

These new digital services replace most PDF forms, paper-based processes, manual handling and legacy payment options currently in use.

Why are these changes being introduced?

These changes will:

• Streamline how applications, renewals and documentation are submitted
• Reduce manual handling and paper-based processes
• Improve visibility and tracking
• Provide a more consistent and efficient service experience
• Support our growing community

When do the new digital services go live?

The new digital services go live on 1 July 2026.

From this date:

• Paper and PDF forms will no longer be accepted
• Applications, renewals and documentation must be submitted online
• Fees must be paid at the time of submission

Will there be an outage/offline period?

No. You can continue to make submissions while we transition to the new digital services.

What do I need to do prior to go-live on 1 July?

Nothing. Please continue lodging applications, renewals and documentation as you currently do. We will provide further information before go-live, including instructions on how to register your new account on 1 July.

What will I need to do from July 1?

You will need to:

• Create a new account to transact with Council (even if you have used an online service with us before)
• Log in to submit and manage applications or renewals
• Transition from paper or PDF forms to online submissions
• Pay fees upfront by credit card at submission (where applicable)
• Upload requested documentation digitally
• Respond to system-generated notifications
• Track the progress of your submissions online

Do I need to register again?

Yes. All users must complete a one-off registration for the new digital services — including those who have previously used Wyndham City online services.

Further instructions will be provided before 1 July 2026.

Will the types of documents I need to submit change?

No. Regulatory requirements, inspection processes and documentation requirements remain the same.

What is changing is how documentation is submitted and paid for — all submissions will move to an online process.

Will paper or PDF forms still be accepted?

No. From 1 July 2026, applications, renewals and documentation must be submitted through the new digital services.

How will payments work? 

Fees must be paid upfront at the time of submission, unless alternative arrangements have been agreed with Council.

Further guidance will be provided before go-live.

Can I still submit multiple applications in one transaction?

Yes. The new system is designed to support efficient lodgement for users who submit multiple applications or renewals.

More detailed guidance on payment and submission functionality will be provided prior to go-live and in our step-by-step guide.

What happens to applications already in progress on 1 July?

Applications that are still in progress will be available in the new system once you have created your account. When registering, you’ll need to ensure your account is correctly linked to the company you are applying on behalf of.  

For companies with a high volume of applications, Council will create an account on your behalf and provide you with the details prior to go-live, ensuring you can view all applications currently in progress.

Historical records will not be migrated into the new system.

I submit a high number of applications. Will this impact my workflow?

There will be some changes to how you transact with us, particularly for high-volume users.

While moving to a new system may require adjustment, the removal of paper forms, PDFs and manual handling is intended to provide a more streamlined experience over time.

Support materials will be provided to assist with the transition.

Will there be training or support available?

We will provide:

• FAQs
• Step-by-step user guides on 1 July

Our aim is to ensure all users can confidently use the new digital services from day one.

Who do I contact if I need help?

Contact your Council business representative or contact our Customer Service team on 1300 023 411 or email us at mail@wyndham.vic.gov.au