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Our customer service commitment

We are committed to being a customer-focussed organisation that delivers excellent and effective customer service at all levels.

By engaging with the community, delivering simplified processes and exceeding expectations, we are committed to customer service that will be:

Easy to deal with: we keep the customer informed of what is required to resolve their query and when it is likely to be resolved.

Empathetic: we are professional and we listen to our customers. When communicating with our customers we will use language that our customers understand.

Effective: customer service is delivered by skilled staff who manage interactions in a timely way.

Trusted: we are confident to make decisions or know who can. We will be fair and transparent when communicating outcomes and we will follow through.

Our customer service standards

Customer service is important to us. There are a number of ways you can contact us to lodge a general enquiry, request a service or provide feedback. By using our published contact methods, you can be assured your enquiry or feedback will be answered in accordance with the following customer service standards.

Website

Our website provides comprehensive information about our services, facilities and what’s going on around the municipality. Enquiries, requests and feedback can be submitted via our contact us form.  If your enquiry requires further action, we will let you know when you can expect it to be resolved.

Expected response time

2 working days.

Telephone

One of our customer service operators will answer your call promptly and try to resolve your enquiry on the spot. If a service area specialist is required to answer your enquiry, we will endeavour to transfer your call just once. If your enquiry requires further action, we will let you know when you can expect it to be resolved.

Expected response time (on a call back request)

1 working day.

In person

If you come in to our customer service centre, we will aim to resolve your enquiry immediately. If this is not possible, we will let you know when your enquiry can expect to be resolved.

Expected response time

Immediately, where possible.

Appointments

If you have a specific enquiry around a complex issue like planning or building permits, or local infrastructure like drainage, it may be best to make an appointment. This way, you will be discussing your issue with a specialised council officer at a time dedicated to you.

Expected response time 

Immediately, where possible.

Mail

We will respond to your written enquiry, received through regular postage mail, within 10 working days. If your enquiry cannot be resolved in this timeframe, we will notify you via email or post (whichever you prefer) to inform you about which department is managing your enquiry and when you can expect it to be resolved.

Expected response time

10 working days.

Email

We will respond to your email within 2 working days. If your enquiry cannot be resolved within this timeframe, we will send you an email to let you know how it is progressing, which department is handling your enquiry, and when you can expect to get a resolution.

Expected response time

2 working days.

Our customer service timeframes apply mostly to general enquiries.  Other more complex issues like planning, traffic and engineering, or infrastructure, may need more time to resolve. If this occurs, we will keep you updated on when you can expect a resolution.

Getting the quickest response

You can help us respond to your enquiry quickly and effectively by following a few simple steps:

  • Use our website for enquiries.
  • Provide clear and concise information relating to your enquiry.
  • Include your current contact details (and advise us if they have changed).
  • Let us know if you want to speak with a Council officer that has specialised expertise.
  • Please treat our staff with courtesy and respect.
  • Provide us with feedback so we can continue to improve our services.

Complaint resolution

We welcome feedback from all our customers.

We understand that feedback may from time-to-time include complaints, as well as compliments and suggestions.

If you are dissatisfied with any of our products, services, staff conduct, policies, procedures, or practices, please fill out our complaint form.

    Your details

    We keep an up-to-date database of our residents and local businesses so that contact with our customers is two-way. By providing your details, we can ensure information, resources and services are accessible to our whole community.

    Your privacy

    We respect and protect your personal information by adhering to all legislative privacy requirements. We will not share your private details with any individual, organisation, group or business. If you choose to provide your details to us, these will be kept confidential and used for Council purposes only.