Customer Service Charter

What you can expect from us

Council is committed to providing a high standard of customer service that is timely, accurate and accountable, and responsive to customer needs.

The Customer Service Charter outlines what customers can expect when dealing with Council and the level of service we aim to provide.

When you contact Council, we will:

• Greet you politely and identify ourselves by name.
• Answer your telephone call promptly.
• Treat you with respect and courtesy.
• Listen carefully to you, so that we may understand and respond to your needs appropriately.
• Communicate clearly and concisely.
• Take responsibility to assist you with your enquiry to the best of our ability.
• Provide choice in our delivery methods so that our services are accessible across the community.
• Keep you in the loop on the status of your request or enquiry, and close the loop when it is complete.

Response times

There are several ways you can contact Council to make an enquiry, request a service, or provide feedback.

Our Service Commitments provide timeframes for each service we offer, from repairing footpaths to emptying bins to delivering home care services. View the Service Commitments.

Respecting your privacy

Your personal information will be handled in accordance with the Privacy and Data Protection Act 2014 and used for the specified purpose. You can access your personal information by contacting Council’s Privacy Officer on 9705 5200.

Decision making

When we make a decision, we will:

• Consider all perspectives before reaching a decision.
• Make decisions that are consistent, fair and in line with Council policies, and relevant legislation.
• Explain the reasons for our decisions.
• Communicate our decisions, and respond with any further action in a timely manner.

Help us to help you

When you contact Council, please:

• Provide all relevant information to help us better assist you with your enquiry.

Feedback from you

• We welcome comments or suggestions at any time to help us improve our service to you. Additionally, we will:
• Monitor our performance constantly, and consult with our customers annually to help us better tailor our services to meet your needs.
• Review this charter as part of Council’s planning cycle, and consider your comments as part of the review.

Responding to your concerns

We will:

• Address your concerns as a top priority.
• If you feel that the service we have provided to you has not met the terms of this Customer Service Charter, you may lodge a complaint.  Complaints can be submitted via the council website, email, post, in person, or over the phone. Further information on the Complaint Handling Procedure.

Service Commitments

Asset Permits and Consent  

• We will inspect and provide advice on vehicle crossing enquiries within ten (10) working days of receipt of the request.
• We will inspect and provide approval or advice for vehicle crossing pre-pours within 24 working hours of receiving a booking.
• We will process asset protection permit applications within seven (7) working days of receipt.
• We will conduct a final inspection for asset protection permits within seven (7) working days of receipt of the application.

Animal Management

• We will audit every registered domestic animal business annually to ensure compliance with relevant codes of practice.
• We will initiate an investigation into complaints of dog attacks against people or animals within 2-24 hours of receiving a report.

Arts and Events

• We will issue notification of all permits and other requirements necessary to hold a community event in the municipality within ten (10) working days of receiving all information from applicant(s).

Building Management

• We will commence investigations into urgent maintenance requests for council buildings within 1 working day of receipt.
• We will commence investigation of non-urgent maintenance requests for council buildings within 5 working days of receipt.

Building Services

• We will provide property information certificates within five (5) working days of receipt of an application.
• We will provide copies of building plans and permits within seven (7) working days of receipt of the application. Copies may not be available for properties older than 40 years.
• We will process applications for dispensations to building regulations within 15 statutory days of a complete application being received
• We will commence investigations into complaints/concerns relating to dangerous buildings and unfenced pools or spas within two (2) working days of receipt of a complaint.
• We will assess and initiate appropriate action for complaints/concerns relating to building works/matters within 10 working days

Community Safety

• We will remove/obliterate graffiti from Council-owned property within one working day, or obtain consent from the property owner or occupier.

Construction Supervision

• We will inspect and repair hazardous footpaths within 30 days of receiving a report.

Drainage and Cleansing

• We will remove dumped rubbish on council land within ten (10) working days of receiving a request or, if required, undertake an investigation.
• We will remove dead animals from Council roads and paths within one (1) working day of a report being received.
• We will contact you regarding the investigation of blocked council-owned drains and pits within five (5) working days of receiving the report.
• We will inspect and make safe any missing or damaged pit lids within 24 hours of receiving a report.

Early Parenting Support

• Upon notification of birth, all first-time parents will be invited to attend a first-time parent group before their child reaches two (2) months of age.
• We will contact you to discuss your referral to early parenting support within three (3) working days of receipt.
• We will follow up with you within 10 working days with a phone call after your first Early Parenting Support home visit to discuss changes implemented since your visit.

Environmental Health

• We will investigate public health nuisance concerns that don’t pose an immediate health risk within 48 hours of notification.
• We will ensure that business registrations are assessed within 10 working days of receipt of relevant documentation, payment of fees, and a satisfactory inspection.
• We will collect discarded syringes in public places within two (2) hours of notification during daylight hours, and where it is safe to do so.

Fire Prevention

• We will assess permits to burn within 10 working days of receipt of a request.
• We will undertake property inspections for identified fire hazards within 5 working days of notification, during the fire danger period.
• We will undertake property inspections for long grass requests during the non-fire danger period within 10 working days of notification.

Governance

• Council minutes will be made available two (2) working days after a Council meeting.

Kindergarten

• We will provide written information within 10 days of receiving your kindergarten registration.

Local Laws

• We will initiate an investigation into customer requests regarding unregistered or abandoned vehicles on public land within 10 working days of receipt of the request.
• We will initiate investigations into parking-related concerns within five (5) working days of receipt of a request.

Maternal and Child Health

• We will contact you within 10 working days of the council being notified that your baby has been born to arrange a time for a maternal and child health nurse to visit you in your home.

Park Services

• We will investigate and action general park maintenance (non-urgent) requests within 10 working days.
• We will attend to emergency playground requests within 24 hours of receiving a report.

Planning

• We will undertake initial assessments and request any further information required for your planning application within 28 days of lodgement.

Rates

• We will process copies of rates notices within five (5) working days of a request being made.
• We will process standard Land Information Certificates within three (3) working days of receipt of the application.
• We will process urgent Land Information Certificates within one (1) working day of receipt of the application.

Residential Waste Services Hard Waste

• We will collect your hard waste within 6 days of the date provided to you at the time of booking.

Residential Waste Services Kerbside Bins

• We will replace missing or unrepairable bins within three (3) working days of receipt of the request.
• We will provide bins for new residential properties within three (3) working days of occupation upon notification by the resident or occupier.
• We will collect missed bin collections due to driver error within one (1) working day of the report being received.

Road Maintenance

• We will inspect and repair potholes on Council-sealed roads within ten (10) working days of receiving a report.

Stormwater Management

• Land owners eligible for Shared Cost Fencing will receive confirmation of the amount Council will contribute within ten (10) working days.
• We will provide standard Legal points of discharge information within ten working days of receipt of an application.

Subdivisions

• We will refer subdivision applications for certification to external referral authorities within seven (7) days of lodgement.
• We will certify compliant applications within the 49 statutory days.

Traffic and Parking Management

• We will allow 21 days for residents and property owners to submit a response when consulting with the community on changes to parking restrictions.
• We will allow 21 days for residents and property owners to submit a response when consulting with the community on proposed Local Traffic Management Schemes.

Trees and Horticulture

• We will attend to emergency tree requests on Council land within 24 hours of receiving a report.
• We will investigate routine tree maintenance requests on Council Land within 10 working days of receipt.