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Customer Service Charter

Contacting Council

We undertake to make it as easy and convenient as possible for you to contact us.

We will be available 24 hours a day, seven days a week, to take your call. Simply call us on 9278 4444, or contact us via this website.

We will answer your telephone call promptly, and return your telephone message within one working day.

We will acknowledge all actionable correspondence upon receipt.  A final or interim response will be provided within 10 working days.  If an interim response is provided, it will detail when a full response will be provided.

We will give you our complete attention when you visit our service centres.

We will keep you informed about the progress of your query, and ensure you know who is taking responsibility for your query.

Consultation and Accessing Information

We undertake to provide open, honest and consultative local government

We will ensure that the community is given every opportunity to comment on issues of importance; and that Council will consider these comments before making a decision.

We will ensure that non-English speaking members of our community have access to our translation service.  Simply call us on 9278 4848.

We will ensure people of all abilities can access our services.  If you have a speech or hearing impairment, please contact us on our TTY service, 9278 4848.

Resolving Issues

We will listen to your concerns and attempt to resolve them fairly, efficiently and effectively.

We will provide you with access to Council's dispute resolution process, if you are not satisfied with an outcome.

Personal Information

We respect your right to privacy.  We will not give out personal information about you without your consent, unless we are required to do so by law.

Service Standards and Accountability

We will continually strive to improve our service delivery, to ensure that our services are of high quality, cost effective and responsive to community needs.

We will undertake community research to enable Council to ascertain the needs of the community.

We will provide opportunities for you to comment on and make suggestions about our services.

We will apologise to you if we fail to meet our specified service standards.

We will review this Service Charter following each General Election.

We will report to the community annually on our compliance with this Charter.

Created: 23 August 2005
Last Update: 28 November 2005