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Customer Service Commitments
We've put down on paper the standard of service we aspire to deliver.
These are our 21 Customer Service Commitments:
Responsiveness
- We will respond to telephone messages within one working 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.
Access
- 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 and 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.
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.
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