DRAFT Customer Service Charter
Council is inviting feedback on its draft updated Customer Service Charter. The report to Council, our current Customer Service Charter, and our Draft updated Customer Service Charter can be found on the right hand side of this page, under 'Documents'.
The Charter sets out how Council will deliver customer service to the community and has been updated to reflect modern expectations, best practice in local government, and Council’s commitment to transparency, accountability, and continuous improvement.
It introduces clear service principles including honesty, empathy, respect, accessibility, consistency, and accountability, along with defined service standards and response timeframes across all customer contact channels.
The updated Charter aims to improve the customer experience by setting clearer expectations, supporting more consistent service across Council, and strengthening communication and responsiveness. It also provides staff with clearer guidance to ensure consistent and confident service delivery.
Key benefits include:
• Clear Customer Service Principles. Including honesty, consistency, empathy, accountability, respect, accessibility, engagement, listening, timeliness, and service focus.
• Improved community trust and confidence. Publishing clear service standards and response timeframes increases transparency and helps manage community expectations, strengthening trust in Council decision-making and service delivery.
• More consistent customer experiences across the organisation. The Charter establishes common principles and standards for all staff, reducing variability in customer interactions and ensuring our community receives the same level of service regardless of the contact point or service area.
• Stronger accountability and performance reporting. Measurable service standards enable Council to monitor performance, identify trends, and publicly report on outcomes, supporting continuous improvement and organisational accountability.
• Reduced complaints and escalations. Clear communication, early updates, and published timeframes are expected to reduce repeat enquiries, dissatisfaction, and escalation to formal complaints.
• Improved staff clarity and confidence. Staff benefit from clear guidance on service expectations, escalation pathways, and communication standards, enabling more confident and consistent responses to the community.
• Alignment with strategic and legislative obligations. The updated Charter supports Council’s obligations under the Local Government Act 1993 and aligns with the Community Strategic Plan, Delivery Program, and principles of good governance.
• A stronger partnership between Council and the community. Through engagement, listening, and feedback mechanisms, the updated Charter reinforces Council’s commitment to working collaboratively with residents, businesses, and visitors.
The draft Charter is on public exhibition until 5pm on 26 June 2026, and Council encourages residents, businesses, and other stakeholders to review the document and provide feedback.
All feedback received will be considered before the Charter is finalised and presented for Council adoption.
Please note: Submissions may be publicly accessible under the Government Information (Public Access) Act 2009 including both the content and the author's identity. Submissions may also be referenced in Council reports, which are published in Council Meeting Agendas. These reports may include the author's name, contact details and signatures.
