Customer Service Charter

Our Charter is to inform, listen, adapt and respond to our customers. 

Why a customer service charter?

Being ‘customer focused’ is one of our core values. We want to provide customer service that builds on our relationships and partnerships with our community.

Who are our customers?

Our customers are anyone who uses our services. These include ratepayers, business owners, residents and contractors.

What do we ask of our customers?

We ask that you:

  • provide us with complete and updated information
  • keep an open mind and be willing to work with us to resolve any problems
  • treat our staff with courtesy and respect.

What will we do?

We will:

  • listen carefully and seek to identify your needs
  • provide you with a courteous and professional service
  • keep you informed regarding your enquiry
  • communicate with you in plain language
  • deal with complaints fairly and professionally
  • seek to refer you to an appropriate Council Officer.

Our commitment to you

We will:

  • make our communications clear, easy and consistent
  • create specific measures to understand levels of satisfaction with our services and where we need to continue to improve. We will reduce the amount of information that we need to ask you when we have a follow-up
  • design our processes and systems to be flexible and we will train staff in new technologies
  • develop a clear approach to contacting our customers that is consistent across all services and contact channels.



Answer your telephone call Within 20 seconds
Access to information – GIPA Within 20 days
Issue a Section 603 – outstanding rates Within 5 days
Issue a 10.7 zoning certificate Within 5 days
Assess your DA Within 90 days
Issue a CC Within 5 days
Issue a CDC or OC Within 10 days
Missed/replacement bin service Within 2 days
Graffiti removal Within 10 days
Repair potholes Within 5 days
Repair footpaths Within 5 days
Repair kerb & gutters Within 5 days
Tree DA Within 55 days
Fallen tree/branches Within 2 days
Illegal dumping Within 3 days