Customer service charter
Our commitment to you
We are committed to working in partnership with the community, to deliver excellent service standards through dedication, innovation and continuous improvement.
We will ensure that all our customers will be provided with an efficient, friendly and responsive service within an appropriate timeframe.
We guarantee your confidentiality is a priority and no personal information, verbal or written, will be disclosed to the public, without your consent.
Council Responsibility
Mayor: Exercise policy making functions, presides at meetings of council and carries out civic and ceremonial functions.
Councillors: Represent the interests of residents and ratepayers as a member of the governing body of council.
General Manager: Responsible for efficient operation of council (day to day management) and carry out council decisions.
Accessibility
Griffith City Council is contactable by:
Emergency After Hours Contacts
- Customer Service 1300 176 077
- Water & Sewer Emergencies/Odour Complaints After Hours on (02) 6962 8105
- Animal Hotline (dog attacks, stock on the road etc) After Hours on 0408 210 196
- All fire emergencies please call - 000
When a customer visits or calls Council
- We will attend to the counter and answer the telephone promptly, courteously and deal with an enquiry directly without unnecessary referrals or transfers.
- If we cannot deal with the enquiry we will forward your request to the appropriate department and a telephone call will be returned at the first opportunity.
- A Duty Planner and Building Surveyor is available each day to answer any in-depth Development or Building enquiries.
- If Council is not the current service provider for the nature of your enquiry, we will endeavour to direct our customers to the relevant provider.
Customer Request Management System (CRM)
- Record all works or services requests from customers into CRM for actioning and resolving with the relevant department.
- For works or services request, we will provide the CRM identification number to the Customer for future reference.
- CRM requests are actioned within Council’s standard timeframe, and we strive to ensure;
| Contact type |
Expected response time |
|
Phone call
|
Answered within 1 working day
|
|
Email reply
|
Answered within 1 working day
|
|
Letter reply
|
Answered within 5 working days
|
What we ask of you
- Providing us with accurate and complete details when you contact us
- Respecting the privacy and rights of other customers
- Treating our employees with respect and courtesy
- Phoning ahead to make an appointment for complex enquiries or the need to see a specific officer
- Having a note pad and pen by the phone to records any details
- Quoting any reference numbers that may be applicable to your enquiry
- If you wish to make a complaint about a service, please speak to a Customer Service Officer, or alternatively ask to speak to Council’s Public Officer relating to personnel
Other Services
Community Directory - information on Community Services, Groups and Organisations in our area is available here
JP Services – JP’s are available Monday to Friday within Council’s business hours.