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.