Annual Report 2023-24

                                                                                                                                               Our Council
                           Customer Service

                           Council is committed to providing excellent customer      — Optimising ‘value for money’ for our community
                           service to its community.                                 — Respecting your privacy by treating all information
                                                                                        you provide confidentially and in accordance with
                           Council’s Customer Service Charter describes Council’s       the Information Privacy Act 2009, and
                           customer-centric approach and the standards our           — Consulting with the community on major issues that
                           community can expect when engaging with Council.             may affect them.
                           The Charter confirms Council’s commitment to:
                            — Provide excellence in customer service                Customers can seek our assistance online, over


     We aspire to become    — Engage with our community using best practice
                            — Provide quality local government services to the
                               Noosa community
                                                                                    the phone, in person, by email or letter. A consistent
                                                                                    approach to customer service means we attend to
                                                                                    enquiries accurately, promptly, and professionally.



     ‘as one with our
                            — Provide good governance and act ethically
                            — Be transparent in all our dealings                    For this reporting period Council has experienced an
                            — Look after community and natural assets               increase of 419 in customer service requests while



     community’ through
                            — Manage community funds wisely, and                    remaining interactions with Council are consistent with
60
                            — Be as one with our community.                         previous financial year.                                      61


                           During all interactions, we are committed to:            Council’s Pulse Survey allows our customers to rate


     a strong community     — Considering customers’ needs first
                            — Focusing on continuous service improvement
                            — Promoting opportunities for participation
                                                                                    their customer service experience with Council out of
                                                                                    five stars. For this period, Council achieved an Average
                                                                                    Rating score of 4.81 which is an increase of 0.04 from



     engagement ethos.
                            — Achieving high levels of customer satisfaction        previous financial year.



                            Customer Service Interactions

                            Customer service requests created                       27,367

                            Front counter interactions                              10,280

                            Online chat interactions                                2,073




                                                                                                                                               Noosa Council Annual Report 23/24
                            Inbound calls to Council                                44,936

                            Top three requests raised by customers                  1. Domestic bin waste
                                                                                    2. Planning enquiries
                                                                                    3. Local laws - parking