Customer Service Charter development

Timeline

  • Timeline item 1 - complete

    Community engagement

    Customers were invited to provide feedback on proposed Customer Service Charter. The feedback was used to develop the draft Customer Service Charter.

  • Timeline item 2 - complete

    Customer Service Charter development

    Feedback and ideas collected during the engagement phase have been used to develop the draft Customer Service Charter (the Charter). The Charter was reported to Council and placed on public exhibition for comment.

  • Timeline item 3 - complete

    Public exhibition

    At the Ordinary Council Meeting on 25 September 2018, Council endorsed the Draft public exhibition.

    Public Submissions are now closed.

  • Timeline item 4 - incomplete

    Customer Service Charter in action

    Following the public exhibition period, Council will review any submissions received, amend if necessary or implement.

    This Charter will be implemented throughout Council and outlines the standards we will use to deliver professional, reliable and consistent customer service that meets your expectations.

View the Customer Service Charter open in new window
Customer service

Customer Service Standards

When you contact us by phone, we will aim to answer your enquiry the first time minimise transferred calls. If we are unable to resolve your enquiry the first time, we will transfer or forward your enquiry to an appropriate staff member. We will provide a 24 hour phone service for urgent, after-hours calls.

If you call in to see us, we will:

• greet you with respect, courtesy and dignity

• identify ourselves so that you know who you are talking to

• where possible, put you in direct contact with the staff member best able to respond to your enquiry

• aim to answer your enquiry at first point of contact.


If we are unable to resolve your issue at the first point of contact, we will:

• forward your enquiry to the appropriate staff member who will contact you with a response no later than the close of business the next working day; or

• if necessary, arrange an alternative meeting time that suits yourself

If you write to us, we will:

• respond in language that is clear, concise and easily understood

• respond to correspondence using appropriate means and ensure that accurate records are maintained

If you see us in the field such as parks, beaches and sportsgrounds, we will:

• put your safety and that of our staff at the forefront of our interactions

• endeavour to assist you with your enquiry

• resolve your enquiry or provide details of an alternative contact person

Social media allows us to share accurate and timely information directly with our community. Council cannot guarantee a response to all posts made on its social media sites and therefore will post responses when considered necessary or appropriate. More information is available in Council’s Social Media Policy.

Council maintains a Customer Request Management (CRM) System that records, monitors and reports on requests we receive. This service enables Customers to notify us of an issue, request an action, report faults, defects or hazards in Council infrastructure. You can lodge a customer service request over the phone, in writing or on Council’s website through the E-services portal.