The Customer Charter is the foundation of Council’s commitment to putting customers at the heart of everything we do by being easy to deal with, there when you need us, listening and getting the job done right.
Who are our customers?
Our customers are people who interact with us whether they are residents, ratepayers, business operators, visitors, contractors, employees, Councillors, or other government and non-government organisations.
Our commitment to you
Putting customers at the heart of everything we do means:
understanding your needs
engaging with you in a meaningful way
having the right processes, systems, and tools to enable our employees to deliver great customer experiences.
Delivering you the best experience
When dealing with you, we will:
act in a professional, friendly, and helpful manner
treat you with respect
listen to your concerns
communicate with you in plain and simple language consistently and accurately
own our mistakes and work with you to fix them
take responsibility of your enquiry, and keep you informed.
How you can help
We want to provide you with the best possible customer service – you can help us by:
being patient, considerate and respectful – verbal or physical abuse will not be tolerated
providing honest and accurate information
letting us know when your contact details or circumstances change
paying your bills on time or contacting us if you are having trouble paying.
Find out how you can
Provide feedback or make an enquiry
We are committed to dealing with all feedback fairly, confidentially, promptly and in a respectful manner.
We rely on our customers to provide us with honest and fair feedback about our operations and services. This is so we can understand areas of our business that need improving.
Use the form if you do not agree with a penalty you have received, or a decision made under a local law. You should provide supporting evidence when you lodge your review. If there is no supporting evidence, the review may not be successful.
Our Privacy Statement governs how we collect, handle, and disclose your personal information. We protect our customers’ privacy when handling personal information in accordance with the Information Privacy Act 2009.
Contact options and response timeframes
The Customer Charter outlines target response times for different contact methods.