2015-09-15 Planning & Organisation Committee Agenda

PLANNING & ORGANISATION COMMITTEE MEETING AGENDA                              15 SEPTEMBER 2015



Customer Service
18                       CUSTOMER SERVICE CHARTER
DOCUMENT INFORM AT ION




Author                          Customer Service Coordinator, Jason Pratt
                                Executive Office

Index                           ECM / Subject / Council Policies

Attachments                     1.   Noosa Council Customer Service Charter


EXECUTIVE SUMMARY
Not applicable.

RECOMMENDATION
That Council note the report by the Customer Service Coordinator to the Planning & Organisation
Committee Meeting dated 15 September 2015 and adopt the proposed Customer Service Charter
provided at Attachment 1 to the report.


BACKGROUND

The main objective of the Customer Service Charter is to provide a framework for defining service
delivery standards, the rights of customers, and how a request for service or a complaint from a
customer will be handled.


REPORT
The Corporate Plan 2014-2019 highlights “delivering transparency, efficiency and innovation with
a customer focus”. This Charter will guide customers on what to expect.

This Customer Service Charter has been developed in consultation with business units within
Council and reference was made to the previous Noosa Shire Council’s Customer Service Charter.
A draft Charter was presented to Council for approval at the Planning & Organisation Committee
meeting on the 28 April 2015. As a result of the feedback provided, the Charter was refined further
and subsequently endorsed by the leadership team on the 10 August 2015 for submission to the
Planning & Organisation Committee meeting.

The proposed Customer Service Charter highlights Council’s Customer Service obligations
including:
    Our Commitment
    Requests for service or a complaint
    What if you are not happy with our response?
    How you can help us provide a better service.

Once adopted, the Customer Service Charter will be communicated to all staff within Council to
reaffirm Council’s commitment to provide “exceptional” customer service.

The Charter will be available via Council’s website and hard copies will be available at Customer
Service Desks.



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