2015-04-28 Planning and Organisation Committee Agenda

PLANNING & ORGANISATION COMMITTEE MEETING AGENDA       28 APRIL 2015

                                                   Attachment 1




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PLANNING & ORGANISATION COMMITTEE MEETING AGENDA                                                                    28 APRIL 2015

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          Cu                              Service                Charter
          Noosa Council aspires to become “As one with our community” through a strong community engagement ethos
          however community engagement is more than systems, it is “how we do local government” — a seamless open and
          transparent interaction with our community that aims to deliver exceptional customer service.
          Council’s Customer Service Charter outlines our commitment to you and formalises a process for making requests
          and providing constructive feedback about the service you receive from Council.
          This Charter outlines your rights, the standards you can expect and your options if we don’t meet those standards.

                         :                                             that are more complex and cannot be resolved within 10
          Our commitment                                               business days, we will contact you and provide an estimated
            e Charter confirms Council's commitment to                 time for finalisation
              Consider customers’ needs first                          What if you are not happy with
              Focus on continuous service improvement                  Cc       il
              Promote opportunities for participation                    ouncil’s response
              Se       ae ge          ras Pee                          If we have failed to meet specified standards or mishandled
                 h    high |      f              f
              ce sak Sur ofvacy'b     erin all ecko         Si         a situation, we will do our best to correct the situation. If
               en a     a. nti a - ae     eo     with Ri cs            the issue raised in your formal complaint cannot be easily
              P            Sue wt See         ee       See             resolved, we will involve you in discussions and let you
              Information Act 2009 (QId) and Privacy Act 2009 (Qld)    Know aGDrOManateuMelines
              Cor              ammunity on major issues that may          W   approx
                                                                       Council is committed to dealing with complaints fairly
                                                                       confidentially and promptly. However, we recognise that
                                             psy and respect           there are times when you will disagree with our actions. That
                                               ~ attended to           is why we have an Administrative Complaints Management
                                                                       Policy in place. In accordance with the Local Government
                                                                       Act 2009 this process is designed to
                                           yr Pimation and advice:in   *   Cover all administrative complaints made to council
                                                                       °   Require council to respond quickly and efficiently, and in
                                         e dealt with positively and       a fair and objective way
              ce                                                       .   Include the criteria considered when assessing whether
              Customers are kept informed of the progress of               or not to investigate a complaint
               equests or complaints until resolved or adequately      +   Require council to inform the affected person of
               nswered                                                     council's response to the complaint and the reasons
                ustomers are able to access council services via a         behind its decision, unless the complaint was made
                 mber of user friendly contact options                     anonymously       ,
                u have a request for service or a                      How you can help us provide a better
               0                                    i                                                       :

           Pur aim is for all requests and complaints to be responded    h                    i                  :
                                :           :                                      ting C     |         hel    by:
          to as effectively and quickly as possible and to your           bei contacting Courieil, youcan her us:by
          satisfaction — preferably at the first point of contact.     *   Providing as much accurate information as possible,
          Where an answer cannot be given immediately, we will             stating the address or property description, your name
          provide a response within 10 business days. For matters          He a eae                2               :
                                                                       .    treating our staff with courtesy and respec’

          NOOSA COUNCIL                     PO Box 141                      P. (07) 5329 6500           [email protected]
          ER SORES,                         TEWANTIN QLD 4565               F. (07) 5329 6501          www.noosa.qid.gov.au

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