Customer Service Charter

Shellharbour City Council strives to provide a positive experience to customers at every opportunity.
The Customer Service Charter outlines standards we will use to deliver professional, reliable and consistent customer service that meets your expectations. Customer service is everyone’s responsibility and we will hold each other accountable in our service commitment.

Our commitment to you

We will work with you to achieve positive outcomes and commit to:
  •  act in a way that reflects and upholds our core values - Collaboration, Accountability, Integrity, Respect, Sustainability
  •  listen and respect your issues and concerns
  • set clear expectations and deliver on those commitments
  •  be professional, respectful and courteous
  •  train our staff to deliver information and services
  • provide clear and concise information in a timely manner
  • recognise and respond to the diverse needs of our community and act with proper regard and sensitivity
  • actively measure and monitor our performance against the Customer Service Standards


Customer Service Standards

Contact by phone
Contact by visiting our offices
Contact by letter or email
Contact in the field
Social Media
Customer Request Management (CRM)
How we will evaluate our performance?

Help us to deliver better service

To assist us in delivering quality Customer service we ask you to:
  • treat staff with respect and behave in a courteous manner
  • provide accurate and complete information and documentation
  • quote reference numbers when contacting us about an existing
  • application or query
  • provide a daytime telephone number or e-mail address in your
  • correspondence
  • phone the officer nominated on any correspondence sent to you
  • and quote the file number on the letter
  • respect other Customers and community property
  • acknowledge that Council is subject to strict governance and
  • legislation that may result in decisions you do not agree with


Personal Information


Council is committed to protecting the privacy of its Customers, business contacts, Councillors, employees, contractors and volunteers. Council complies with the Privacy and Personal Information Protection Act 1998 and the Health Records and Information Privacy Act 2002.

Customer satisfaction

Council is committed to being accessible and responsive to Customers. We welcome compliments, suggestions and complaints.