Customer Service

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Customer Charter

Your rights as a customer

• You will be treated with respect.
• You will receive a timely and accurate response.
• You will have access to a staff member who can help you.
• You will receive an apology if we make a mistake, and we will put things right.

Our commitment to you

• We will respond to you promptly, whether you are at the counter or on the telephone, or are contacting us by mail, email, fax or the website.
• We will tell you the name of the staff member you are in contact with.  
• We will take responsibility for getting the right staff member to help you at the very start.
• We will fairly interpret and apply the laws, bylaws and regulations.
• We will clearly state what our service standards are for everything that we do.
• Our Annual Report will show how well we have complied with our service standards.
• We will continually ask our customers how well we are doing and how we can improve our performance.

Customer feedback (what happens when things go wrong)

• The council is committed to remedying promptly any unsatisfactory performance, and on working to prevent similar problems occurring again
• If, despite our best efforts, you are unhappy with our service, you can voice your concern.
• The council has a formal complaints procedure.   

Complaints procedure

1. The council receives a complaint.
2. The council will respond to your complaint within five working days.
3. If the complaint is not resolved it will be forwarded to a senior manager.
4. If the complaint is not resolved at this stage you can talk to your elected representative (this could be a councillor, a community board member or the Mayor).
5. If the complaint has still not been resolved you can refer your complaint to the Ombudsman.Return to top