Customer Service

You are here > Home > The Council & its People > Customer Service > Service Standards

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.

“Correspondence” includes letters, emails, faxes, Council-Grams or Fix-a-Grams