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Customer Service Commitment

"We are committed to working with you, to deliver quality service, through innovation and continuous improvement."


Our Commitment to You

  • Provide current, accurate and consistent information.
  • We value your feedback as an opportunity to improve our service.
  • We will take the time to understand your concerns.
  • We will communicate clearly and accurately in plain language.
  • Be conscious when discussing confidential information and offer a more private location if required.


Our Response Timelines

Our Service  Response Timeline 
Any Emergency  Immediately 
Urgent Customer Action Requests  Immediately 
Answer your telephone call  Within 1 minute 
In person visits to our Service Centres  Within 1 minute 
Acknowledge written/email enquiries  10 Business Days
General Customer Action Requests  10 Business Days 
Missed Visits  Always leave a card with our contact details 

How can you help us

  • Treat our staff with courtesy and respect.
  • When making an enquiry provide us with accurate and complete information.
  • Provide your current contact details and advise of any changes.
  • You may need to make an appointment to speak to a specific Council Officer.
  • Check our website for all available online services.


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