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Our Customer Service Charter

Customer Service

Council’s customer service promise is based on our commitment to provide service excellence as outlined in this charter. Your feedback is important and we will use this to drive business improvement, treating any complaints fairly and in an open and accountable manner, to improve our service delivery.

Our Service Promise:

To provide a customer friendly organisation, committed to providing service excellence to our community. We will project a positive attitude, focus on solutions and provide a committed, can-do approach.

Council also has a Customer Service Strategy and Action Plan (2019-2021). This strategy details our commitment to be a customer-focused organisation and provides a framework for us to deliver services in a way that places the customer at the centre of everything we do.

  • Our service commitment

    Whenever you contact us we will:

    • Greet and listen to you and treat you with respect, open mindedness, courtesy and understanding.
    • Respond to your enquiry in a professional and timely manner and aim to provide accurate and complete information.
    • Endeavour to resolve your enquiry at the first point of contact or record your request for actioning.
    • Set clear expectations of the next steps and deliver on those commitments.
    • We will respect and protect your personal information through Right to Information and Privacy legislation.
    • Identify ourselves appropriately and wear name badges when assisting you.
    • Continuously improve our service by proactively welcoming suggestions and seeking feedback from the community and actively measuring performance against these commitments.
    • Consistently apply these standards across all contact points with council.
  • Service you can expect

    By telephone

    • We will answer your call promptly. However, if demand for our services is high, we may need to place your call in a queue for a short period.
    • We will offer informative and up-to-date ‘on hold’ messages about the region.
    • We will return your unanswered call where possible by the close of business, but within the next working day.
    • We will provide an ‘after hours’ service to accept your emergency phone calls outside our standard working hours.

    By visiting our offices

    • We will greet you in a professional and courteous manner, be attentive and polite.
    • We will attend to your promptly, acknowledge your arrival and serve you when it’s your turn. Our aim is not to keep you waiting.
    • We will attend to your appointment prepared and on time.

    By written correspondence

    • We will record correspondence and distribute to relevant officers within one day for actioning.
    • We will respond to all letters, faxes and emails within 10 business days of receipt.
    • We will provide an interim response to you if your enquiry cannot be fully addressed within 30 business days.
    • We will write to you in clear, concise language that is easily understood.
  • Feedback on our customer service

    We welcome your feedback or suggestions, as it helps us to improve the way we provide our service to you. Your feedback is important and we will use this to drive business improvement, treating any complaints fairly and in an open and accountable manner, to improve our service delivery.

    You can lodge a compliment, comment or complaint:

    • In writing to council by mail or email,
    • By telephone on 1300 242 686,
    • Completing the online feedback form, or
    • Discussing your concerns with the person you have dealt with.

    If, after receiving council’s response, you are still not satisfied with our service:

    • Please ask to be referred to the Supervisor, Manager or General Manager or the Department, who will endeavour to:
      • Review the matter and respond to your complaint immediately. However, where this is not possible, provide an interim response to you within 5 business days of hearing from you.
      • Provide regular updates on the progress of your issue until full resolved.

    If your issue is not resolved and you are still dissatisfied we will:

    • Refer you to the most appropriate complaints handling body.
  • Print the Charter

Whenever you contact us we will:

  • Greet and listen to you and treat you with respect, open mindedness, courtesy and understanding.
  • Respond to your enquiry in a professional and timely manner and aim to provide accurate and complete information.
  • Endeavour to resolve your enquiry at the first point of contact or record your request for actioning.
  • Set clear expectations of the next steps and deliver on those commitments.
  • We will respect and protect your personal information through Right to Information and Privacy legislation.
  • Identify ourselves appropriately and wear name badges when assisting you.
  • Continuously improve our service by proactively welcoming suggestions and seeking feedback from the community and actively measuring performance against these commitments.
  • Consistently apply these standards across all contact points with council.

By telephone

  • We will answer your call promptly. However, if demand for our services is high, we may need to place your call in a queue for a short period.
  • We will offer informative and up-to-date ‘on hold’ messages about the region.
  • We will return your unanswered call where possible by the close of business, but within the next working day.
  • We will provide an ‘after hours’ service to accept your emergency phone calls outside our standard working hours.

By visiting our offices

  • We will greet you in a professional and courteous manner, be attentive and polite.
  • We will attend to your promptly, acknowledge your arrival and serve you when it’s your turn. Our aim is not to keep you waiting.
  • We will attend to your appointment prepared and on time.

By written correspondence

  • We will record correspondence and distribute to relevant officers within one day for actioning.
  • We will respond to all letters, faxes and emails within 10 business days of receipt.
  • We will provide an interim response to you if your enquiry cannot be fully addressed within 30 business days.
  • We will write to you in clear, concise language that is easily understood.

We welcome your feedback or suggestions, as it helps us to improve the way we provide our service to you. Your feedback is important and we will use this to drive business improvement, treating any complaints fairly and in an open and accountable manner, to improve our service delivery.

You can lodge a compliment, comment or complaint:

  • In writing to council by mail or email,
  • By telephone on 1300 242 686,
  • Completing the online feedback form, or
  • Discussing your concerns with the person you have dealt with.

If, after receiving council’s response, you are still not satisfied with our service:

  • Please ask to be referred to the Supervisor, Manager or General Manager or the Department, who will endeavour to:
    • Review the matter and respond to your complaint immediately. However, where this is not possible, provide an interim response to you within 5 business days of hearing from you.
    • Provide regular updates on the progress of your issue until full resolved.

If your issue is not resolved and you are still dissatisfied we will:

  • Refer you to the most appropriate complaints handling body.

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