Customer Service Charter

Customer Service Charter

We value our customers. 
In face to face contact, our staff pledge to:   

  • provide you with a prompt, courteous, friendly and professional service at all times.
  • treat you respectfully, as we ourselves would wish to be treated.
  • value you as a customer.
  • listen carefully and identify your needs.
  • respond to your reasonable individual needs and expectations.
  • accept responsibility for the timely processing of your business.
  • provide you with answers to enquiries or make arrangements for the enquiries to be addressed.

In telephone contact, our staff pledge to: 

  • answer telephone calls within 5 rings.
  • have a smile in our voice.
  • greet you with "Good Morning/Afternoon (Section or Department)" and our first name.
  • listen carefully, establish your concerns, note them and act on them accordingly.
  • respond to your messages on the same day if possible, and certainly on the next working day.
  • keep in contact with you so that you are informed of the progress of an issue.
  • provide you with answers to enquiries or make arrangements for the enquiries to be addressed.

In correspondence and with online services, our staff pledge to: 

  • reply to your correspondence within 10 working days.
  • send an acknowledgment within 10 working days if a detailed reply is required that will take additional time to compile/research.
  • communicate clearly in plain language.
  • fully explain decisions or Council's position on all issues raised.