Customer experience

Customer Service Charter

Our Customer Service Charter sets out our commitment to you and details the service you can expect from us.

We understand there are many reasons why you may contact us and we are ready to respond.

We will:

• Acknowledge all enquiries and respond within five business days. If your request requires more investigation, we will keep you posted.
• Treat you like a valued customer every time you interact with us.
• Do our very best to untangle red tape and streamline systems and processes.
• Listen to you and respond to your enquiry.
• Respect and protect your privacy.
• Answer your calls promptly and do our best to resolve your enquiry immediately.
• Provide an inclusive environment and remove any barriers when accessing our services.

Feedback and complaints

We aim to deliver you excellence in customer service each and every time. If you are not satisfied with your experience, we encourage you to contact us via one of our contact channels and let us know.

We will listen to you and handle your feedback or complaint with professionalism. We will also do our very best to deliver you a timely resolution or outcome.

Report an operational issue when something needs fixing, such as a pothole, missed bin or damaged facility. Give feedback or make a complaint when you want to comment on your experience with a Council service, decision, process or staff member.

What should I use?

• Report an issue when something needs Council attention, such as a pothole, missed bin, damaged facility or maintenance problem.
• Give feedback or make a complaint when you want to comment on your experience with a Council service, decision, process or staff member.

If your complaint remains unresolved

If you are dissatisfied with Council’s response, you can ask us to review how your complaint was handled. If the matter remains unresolved, you may contact the NSW Ombudsman for independent advice.