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.   

Our service standards

In person we will

  • Attend to the counter promptly and greet you with respect, courtesy and understanding
  • Ensure your enquiry is dealt with directly without unnecessary referrals or transfers
  • Do our very best to untangle red tape and streamline processes and systems
  • Refer your enquiry to the relevant department who will look into it as soon as practical if we're not able to resolve your issue immediately

In response to written letters, emails, website and QR code correspondence we will

  • Acknowledge correspondence as soon as practical
  • Action your request where possible
  • Record all written correspondence
  • Provide a response or contact you for further information where needed

On the phone we will

  • Answer calls promptly and advise our name and department
  • Listen to your enquiry and provide understanding in a friendly manner
  • Ask further questions if required to be able to assist you as best as possible
  • Ensure your enquiry is answered as efficient as possible
  • Redirect the call if required to another department, or record your request and forward onto another officer

Help us to help you

When contacting us for assistance you will

  • Provide us with accurate and complete details
  • Treat our employees with respect and courtesy
  • Phone ahead to make an appointment for complex enquiries or the need to see a specific officer
  • Respect the privacy and rights of other customers

Personal information

We will respect the confidentiality of information that you provide to us and will comply with the Information Protection Principles set out in the Privacy and Personal Information Protection Act 1998, as modified by the Privacy Code of Practice for Local Government and the Health Records and Information Privacy Act 2002 (NSW)

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
Back to top