2015-09-15 Planning & Organisation Committee Agenda

PLANNING & ORGANISATION COMMITTEE MEETING AGENDA                                   15 SEPTEMBER 2015


For Council’s information the opening hours for Customer Contact (switch and counters) within the
Tewantin Office has been reviewed from the previous draft Charter. It is proposed that the opening
hours be changed from 8:15am-5:00pm to 8:30am-5:00pm. If approved the revised opening hours
will be published on Council’s website, Facebook page and relevant business areas will be advised
accordingly.

Previous Council Consideration

A draft Customer Service Charter was previously reported to the Planning & Organisation
Committee meeting on 24 April 2015.

Ordinary Meeting, 7 May 2015, Item 19, Page 9
That Council note the report by the Customer Service Coordinator to the Planning & Organisation
Committee Meeting dated 28 April 2014 and request a further report to a future Council Meeting.

Finance & Risk

The Charter will give guidance to all areas of the organisation for its service delivery and help to
ensure consistent standards of customer service from business units within Council to the
community. If the Charter is not adopted, the perception could be of a perceived failure from
Council to meet the community’s customer service expectation.

In addition, effective requests for service and complaint handling systems are an important aspect
of Council’s risk management framework. If such systems are not effective, hazards reported to
Council may not be assessed efficiently or adequately, leaving Council exposed to a number of
potential risks.

Consultation

External Consultation - Community & Stakeholder

Nil

Internal Consultation

The development of the Customer Service Charter involved extensive consultation between the
customer service working group, departmental managers and team leaders, the Executive
Manager, HR Manager, the Leadership Team and the CEO over a period of approximately 10
months.

Departments/Sections Consulted:

 x    Community Services                       x   Planning & Infrastructure
      Disaster Management & Public Order           Building & Plumbing Services
      Waste & Environmental Health                 DA Planning
      Community Facilities                         Strategic Land Use Planning
      Cultural Facilities                          Asset Design & Investigations
                                                   Asset Planning
                                                   Civil Operations
                                                   Environment

 x    Executive Office                         X   Corporate Services
      Community Engagement                         Finance
      Customer Service                             ICT
      Executive Support                            Procurement & Fleet
      Governance                                   Property & Facilities
      Human Resources                              Revenue Services




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