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Page Last Updated:
Thursday, 5 July 2012 |
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Home>Contact Us>Customer Service Charter
Wellington Shire Council has adopted a Customer Service Charter stating our commitment to our customers. The charter outlines our response times along with the process to follow if you are unhappy with our service.
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| Our Commitment to You | | Wellington Shire Council are committed to working in partnership with the community, to deliver excellent service through dedication, innovation and continuous improvement. Council are dedicated to being approachable and easy to deal with. Staff are happy to explain the council’s stance and accountability on any issue.
All staff are equipped and trained to meet fundamental performance standards. All requests and queries will receive an informative response within an appropriate timeframe; the more urgent the request, the more rapid the response.
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| Face to Face | | Wellington Shire Council will ensure you are treated in a courteous and professional manner.
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| Written Correspondence | | Council will:
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 | respond to your written communication within 10 working days- interim responses will be issued in the event of a particularly complex enquiry | | use clear and concise language in responses | | include full council contact details in all written correspondence in case further information is required | | provide a follow-up service to make sure your enquiry has been properly dealt with.
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| Telephone Communication | | Council staff members are committed to:
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| answering the phone promptly and in a courteous and personable manner | | introducing your call if it is transferred | | ensuring there is a facility for you to leave a message where calls cannot be responded to immediately.
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| Feedback | | If for any reason you are not happy with the standard of customer service you receive, please contact our Customer Service Manager on 1300 366 244.
Formal complaints can be lodged in writing to:
Wellington Shire Council
PO Box 506
Sale Vic 3850
The complaint will be referred to a senior officer of the council who will review and investigate the circumstances and keep you informed of its progress and outcome.
Complaints concerning council’s decisions need to be directed to the Chief Executive Officer or the relevant councillor.
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