ANOTHER STEP IN THE RIGHT DIRECTION

You're right. We could improve on our customer service. We asked you to tell us what we're doing well and what we're doingnot so well - and we've come up with a plan of improvement.
 
We're a large organisation delivering more than 120 services to the community. We can't change overnight, but we are taking steps to change - for the better.

Here's where we need your help. Next time you contact Council, tell us about your experience and how satisfied you were with the quality of service you received. Without your feedback we won't know if our efforts are making a difference.

  
We've put down on paper the standard of service we aspire to deliver. These are our 21 Customer Service Commitments:

• We will respond to telephone messages within oneworking day.
• We will respond to telephone calls within five rings.
• Correspondence received by mail and e-mail will be responded to within 10 working days. Planning and
  other statutory correspondence will be responded to in accordance with legislative requirements.
• We will meet corporate standards with all correspondence.
• We will identify ourselves by name when responding to phone or face to face enquiries.
• We will make all reasonable efforts to supply all our services in a timely manner with priority assistance
  to customers affected by a public safety issue.
• Customer requests for service will be actioned within defined service timelines.
• We will provide a method of follow-up for customer requests.

• Our Customer Service Line will be available for public safety issues 24 hours a day, seven days a week.
• We will provide information that is current and in plain language.
• We will offer a variety of payment methods.
• We will be available for contact by phone, on-line, in writing and in person.
• We will assist visiting customers within five minutes.

KNOWLEDGE & ATTITUDE

• We will ensure information provided is up to date.
• We will pro-actively explain processes and take personal responsibility.
• We will act in a manner, which is respectful to the public.

FAIR TREATMENT

• We will balance individual needs with the direction of Council and resources available to achieve best
  community outcomes.
• If we are unable to meet customer expectations we will explain why.
• We will communicate and make available our privacy policy.

FEEDBACK

• We will encourage customer feedback and view it as an opportunity to improve.
• We will measure our performance on a regular basis to constantly improve our service.