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Our Customer Service Charter

Council’s service promise is to provide a customer-friendly organisation, committed to providing service excellence to our community. Customer service will project a positive attitude, focus on the solutions and provide a committed, can-do approach. This is outlined in the customer service charter.

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.
    • Provide you with clear, accurate and complete information that is easy to understand.
    • Strive to resolve your enquiry at the first point of contact.
    • Constantly look for ways to understand your needs and improve our service to you, our customer.
    • Respect your privacy and keep your information confidential in accordance with relevant legislation.
  • Service you can expect

    Telephone

    • Answer your call directly.
    • Offer informative and up to date on hold messages about the region.
    • Provide an after-hours service to accept your emergency phone calls outside our standard working hours.

    Frontline customer service

    • Provide a dedicated resource for customer service enquiries in regional centres during business hours.
    • Greet you in a professional and courteous manner and listen fully to your concerns.
    • Resolve your enquiry at the first point of contact.

    Written correspondence or electronically

    • Record correspondence and distribute to relevant offices within one business day for actioning.
    • Respond to all enquiries within 10 working days.
    • Provide an interim response advising the progress of your enquiry if there is a delay in our service.

    Online services

    • Provide access to services online that enable you to conduct business with us at a time convenient to you.
    • Provide SecurePay for online payments.
  • Measuring our performance

    Your feedback is important and assists us to improve the quality of our service. We seek this feedback through regular surveys, and monitoring of our performance through various council reporting systems.

    Provide additional feedback on your experience here.

  • Complaints are different from requests for service

    Service requests are a request for council to take action on a matter (i.e. barking dog, pothole or overgrown allotment) and should be made to our customer service team who will log your request and forward to the appropriate department for action.

    Our process for managing service requests begins with a triage of importance. Generally, routine service requests are concluded, or progressed, within 10 business days. Some service requests require, and are given, immediate attention, while others are assessed as being important, but not immediate.

    These are usually progressed or concluded within three business days. A complaint may result if you are not satisfied with our standard of service or we’ve made a mistake. If this happens, please contact us directly so that we can resolve the issue, and improve our service for the future.

    A complaint can be made by phone, in person, in writing or by email to enquiries@chrc.qld.gov.au

    If your complaint is a particularly serious or complex matter, please put it in writing addressed to the general manager who will personally arrange for the appropriate manager to review the matter and respond.

    If you are still not satisfied with our response to your service request or complaint you can contact a review body such as the Queensland Ombudsman.

Whenever you contact us we will:

  • Greet and listen to you and treat you with respect, open mindedness, courtesy and understanding.
  • Provide you with clear, accurate and complete information that is easy to understand.
  • Strive to resolve your enquiry at the first point of contact.
  • Constantly look for ways to understand your needs and improve our service to you, our customer.
  • Respect your privacy and keep your information confidential in accordance with relevant legislation.

Telephone

  • Answer your call directly.
  • Offer informative and up to date on hold messages about the region.
  • Provide an after-hours service to accept your emergency phone calls outside our standard working hours.

Frontline customer service

  • Provide a dedicated resource for customer service enquiries in regional centres during business hours.
  • Greet you in a professional and courteous manner and listen fully to your concerns.
  • Resolve your enquiry at the first point of contact.

Written correspondence or electronically

  • Record correspondence and distribute to relevant offices within one business day for actioning.
  • Respond to all enquiries within 10 working days.
  • Provide an interim response advising the progress of your enquiry if there is a delay in our service.

Online services

  • Provide access to services online that enable you to conduct business with us at a time convenient to you.
  • Provide SecurePay for online payments.

Your feedback is important and assists us to improve the quality of our service. We seek this feedback through regular surveys, and monitoring of our performance through various council reporting systems.

Provide additional feedback on your experience here.

Service requests are a request for council to take action on a matter (i.e. barking dog, pothole or overgrown allotment) and should be made to our customer service team who will log your request and forward to the appropriate department for action.

Our process for managing service requests begins with a triage of importance. Generally, routine service requests are concluded, or progressed, within 10 business days. Some service requests require, and are given, immediate attention, while others are assessed as being important, but not immediate.

These are usually progressed or concluded within three business days. A complaint may result if you are not satisfied with our standard of service or we’ve made a mistake. If this happens, please contact us directly so that we can resolve the issue, and improve our service for the future.

A complaint can be made by phone, in person, in writing or by email to enquiries@chrc.qld.gov.au

If your complaint is a particularly serious or complex matter, please put it in writing addressed to the general manager who will personally arrange for the appropriate manager to review the matter and respond.

If you are still not satisfied with our response to your service request or complaint you can contact a review body such as the Queensland Ombudsman.

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