Customer Service Charter

When you ring us, you can expect that:

  • We will answer 95% of telephone calls within 15 seconds.

When you write to us, you can expect that:

  • We will reply to written correspondence within 10 working days, or let you know when you can expect a complete reply.
  • In our reply we will include the name and number of the person dealing with the matter.
  • If you have any queries, please contact this person.
  • We will provide reference numbers to identify the correspondence.

If you send in a complaint you can expect that:

  • We will contact you within 7 working days and let you know when you can expect a complete reply.
  • We will investigate every complaint.

Complaints Resolution Process
Step 1:

  • Give us details of your complaint
  • What is the problem?
  • How the problem came about.
  • What you would like us to do to improve things or to put things rights.
  • This will be passed on to the relevant manager within the Council.
  • You can register a complaint over the telephone, by writing to us, or by email.

Step 2:

  • If you are unhappy with the response from the Manager contact the General Manager on 6965 1900.
  • When dealing with your complaint we will not discriminate against anyone by age, gender, ethnic origin, disability, marital status, political or religious affiliation, class or sexual orientation.
  • We will not discriminate against anyone in the future because they have complained.
  • If we have made a mistake, we will apologise and put right what has gone wrong as quickly as possible.