Our 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:
- act in a way that reflects and upholds our core values;
- 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; and
- recognise and respond to the diverse needs of our community and act with proper regard and sensitivity
Customer Service Standards
Contact by phone
When you contact us by phone, we will:
- answer calls promptly and try to resolve enquiries immediately; and
- when your enquiry needs specialist attention, we will endeavour to transfer your call to the right person.
We will commit to answer your telephone call to the Customer Contact Centre within 180 seconds 80% of the time, or return your call within 3 working days.
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; and
- 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.
In some instances, it may be necessary to arrange an appointment at a future date.
Contact us by letter or email
If you write to us, we will:
- respond, as required, and maintain accurate records of all correspondence.
We will commit to respond to your letter within 3 working days.
Contact in the field
If you see us in our 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 promptly and efficiently; and
- help you with your enquiry or put you in touch with Customer Service to assist you further.
Social media
Social media allows us to share accurate and timely information directly with our community. Council actively monitors social media channels, however, if you would like a formal response from Council, please consider using one of the above options. More information is available in Council’s Social Media Policy.
Lodging a service request (Request or report it)
Customers can lodge a service request for the repair and maintenance or inspection of a range of Council services and assets. Providing accurate, detailed information when lodging a service request assists us to provide timely outcomes. Timeframes for
completing service requests can vary depending on the type and nature of the request.
Council treats all requests seriously, however, those found to be malicious, frivolous or vexatious may not be actioned.
We will commit to provide an update (or notify of completion) on Customer Service Requests within 14 working days.
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