Our Customer Service Charter outlines standards we 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

  • When you contact us by phone, we will aim to answer your enquiry the first time to 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.

Contact by visiting our offices

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 you

Contact us by letter or email

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

Contact in the field

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

  • put your safety and that of our staff at the forefront of our interactions and endeavour to assist you with your enquiry
  • resolve your enquiry or provide details of an alternative contact person

Social media

  • 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

Customer Request Management (CRM)

  • 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

How will we evaluate our performance?

We will benchmark ourselves against the following standards:

  • Answer 80% of calls within 60 seconds at our Customer Service Centre
  • Return messages by close of business the following working day
  • Respond to your correspondence within 5 working days and provide ongoing updates until resolution
  • Refer your enquiry to another agency if we cannot provide the service you require in all instances
  • Acknowledge all Customer Service Requests within three working days
  • Notify of completion or provide an update

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

We are committed to protecting the privacy of our Customers, business contacts, Councillors, employees, contractors and volunteers. We comply with the Privacy and Personal Information Protection Act 1998 and the Health Records and Information Privacy Act 2002.

Customer satisfaction

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


  • We value your feedback and use it as an opportunity to learn and improve our service delivery
  • Please tell us when we’ve done things well. It confirms that the service we are providing is a service that you value, and it helps us to recognise the efforts of our people


Last updated : Mon 19 Apr 2021