Our Customer Commitment
We're committed to providing customer service excellence and ensuring that you receive efficient, responsive and friendly service.
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.
How will we know we are meeting your expectations?
We use community satisfaction surveys to engage with you and ask you for feedback so that we can continue to improve our services and your experiences.
Our contact channels:
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Website Use our contact form
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App Report a problem using Snap Send Solve
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In person 553 Kiewa Street, Albury
Monday to Friday (8.30am-5pm)
Lavington Library
366 Griffith Road, Lavington
Mon, Tues, Wed & Fri (9.30am-5.30pm)
Thursday (9.30am-7pm)
Saturday (9.30am-1pm) -
Mail AlburyCity
PO Box 323
Albury, NSW 2640 -
Phone 02 6023 8111
During business hours
8.30am to 5pm Monday to Friday
1300 133 391
After business hours and public holidays
Further assistance
If you have a hearing or speech impairment. you can contact us through the National Relay Service on 1800 555 660. You will be required to give the service our contact number 02 6023 8111.
If you require interpretting services, you can access:
- Translating and Interpreting Services (TIS) National 131 450
- Automated Telephone Interpreting Service (ATIS) 1800 131 450
Help us help you
To assist us with efficient, responsive and friendly customer experiences we ask that you treat our people with respect, work with us to solve issues and provide accurate and timely information.
Complaints to the NSW Ombudsman
If we have not been able to resolve your complaint, and you believe we have done something wrong, you may be able to take your complaint to the NSW Ombudsman: www.ombo.nsw.gov.au
To see when and how you may be able to make a complaint to the NSW Ombudsman visit: http://www.ombo.nsw.gov.au/Making-a-complaint/how-to-make-a-complaint.