Service Charter

The Service Charter:

  • is our promise to you that we will maintain the highest possible standards of service when you are receiving service from us; and 
  • tells you the options in the event that you are not satisfied with our performance

When you contact us or receive a service from us, you can expect:

  • to be treated with dignity and respect;
  • personal privacy and confidentiality;
  • your contact with us will be handled in a professional manner with courtesy and co-operation;
  • we will respond to your request promptly and in adherence to Council policies. If we are unable to assist, we will endeavour to direct you to an organisation or relevant department that may be able to assist;
  • we will assist communication by using interpreters if requested and our response to any questions or complaints will be open and accurate;
  • all telephone enquiries will be answered promptly during normal business hours;
  • if we are unable to answer your verbal query immediately, we will take your contact details and ensure that you obtain a response within the customer service response timelines (available from Customer Service Centre);
  • if you write, email or fax to us we will respond to you, in writing, within 10 working days with a complete answer or if that is not possible with an interim reply and a further answer later. Any responses we send will contain a contact name and telephone number;
  • all services will be delivered by appropriately trained and qualified staff; and
  • access to fair and equitable procedures for dealing with complaints and disputes.

Feedback on our performance

  • If we do not meet these standards we will explain why and try to put things right.
  • If you are dissatisfied with the standard of our service, please raise this with the area concerned and every effort will be made to resolve your concerns immediately.
  • If you are still not satisfied please put your concerns in writing to the manager of the area concern