Customer Service

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Customer Service

OFFERING SENSATIONAL CUSTOMER SERVICE

One-stop-shop for all your enquiries

We are committed to providing “sensational service” to our customers and as the first point of contact for all council services, the Customer Support Team is a one-stop-shop on anything from lodging a building consent application, information about road closures through to re-issuing your library books over the phone.

They can also take payments for your rates, parking tickets, dog registrations, water billing and receive complaints and compliments.

In 2007/2008:

• 57,861 enquiries were taken over the counter.
• 274,520 phone enquiries were received.
• Over 600 service requests were tracked by the Customer Support Team each week.

And did you know that 96% of all enquiries were resolved at the first point of contact!

If you can’t make it into the Civic Centre or one of the library and service centres in Waitara, Inglewood or Bell Block during business hours, drop us an email or contact us on 06-759 6060. The call centre is available 24 hours a day, seven days a week, with a friendly local person at the end of the line every time.

• Contact us
• Opening hours
• Feedback and complaints procedure

Service standards

As part of the drive towards excellence we make the following commitment to our customers:

• Eighty per cent of enquiries will be resolved at first point of contact.
• Customers will be acknowledged within 20 seconds of attending a counter.
• Messages will be responded to within eight working hours.
• The telephone will be answered within six rings (20 seconds).
• Correspondence will be responded to within five days of receipt with a substantive reply, or an interim reply detailing when a substantive reply can be expected.
• Customer satisfaction is to meet or exceed those levels as set in the Community Plan.
• There is a five working day response time for formal complaints.
• Customers will be told how long an issue will take to resolve. If this changes, the customer will be told why and what the new timeframe is.

NB: Correspondence includes letters, emails and faxes.

• Customer charter