2015-04-28 Planning and Organisation Committee Agenda

PLANNING & ORGANISATION COMMITTEE MEETING AGENDA                                                   28 APRIL 2015


Customer Service
19                       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 28 April 2014 and adopt the proposed Customer
Service Charter (Attachment 1).


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 requests and complaints from
customers will be handled.

The Administrative Action Complaint Process policy adopted by Council 29 May, 2014 deals
with the formal “complaint” process and links to the Charter.


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.

The Customer Service Charter provided at Attachment 1 has been developed in consultation
with many areas of the organisation including the Leadership Team.

The Noosa Council Customer Service Charter will:

•                        Provide customers with an understanding of Council’s service standards;
•                        Assist with enhancing customer satisfaction by building a customer-focussed
                         atmosphere that is open to feedback, resolving any complaints received, and
                         enhancing Council’s ability to improve its services;
•                        Advise customers that Council has complaint management procedures if they are
                         dissatisfied with the service that they have received;
•                        Ensure customers know how to escalate issues if they need to;
•                        Advise customers of various ways to contact Council and of Council’s operating hours;
                         and
•                        Provide a framework for the management of enquiries received by Council with a view
                         to using the information received to continually improve business practices, services
                         that we provide and the customer service skills of our staff.


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