We would like to hear what you think of our service - good or bad. Your feedback will help us improve what we do. If you have had good service from us, let us know so we can do more of the same.
If your feedback is about unsatisfactory service, it will be treated as a formal complaint and processed as per this diagram (see below for a text description of the process).Your feedback is treated as confidential. It is forwarded to the most appropriate staff member, who will respond within five working days.
A complaint is where you believe that:
We have developed this charter to confirm our promise to you in the service you expect from us. By working together, we will work smarter, help you achieve your goals, and deliver sensational service.
Whether you are calling to report a pothole or setting up a business, we will make communicating with us easy. We will deliver a one-Council approach when working on your requests and enquiries.
If we are not able to provide you with the outcome that you want, we will explain to you the reasons why and where possible provide you with an alternative solution.
Your confidence in us to do things right is important to us.
We will take responsibility for giving you the right information. We will let you know how long a service takes and keep our commitment made to you. If this changes, we will explain why and what will happen next.
We want you to feel comfortable dealing with us.
We will treat you with respect. We will strive to find balance between taking into account your individual circumstance and applying consistent service.
Your feedback is important to us.
We will listen to you and ask your views on how we can improve the way we do things.
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