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Customer Service Charter
Last modified: May 3, 2005 - 4:03 PM
Port Stephens Council is committed to providing timely, efficient and consistent service to you, our customers.
We Will Continuously Strive To Meet Or Exceed The Service Standards And Commitments Set Our In Our Charter
We Will Also Aim To:
* Treat you courteously and with respect
* Exceed your expectations
* Act on our commitments as quickly as possible
* Evaluate our service by asking you the customer
* Use your feedback as an opportunity to continuously improve our operations
* Value your privacy by treating confidentially all personal information, which you provide
Face To Face
We Will..
* Greet you with a smile upon your arrival
* Assist you with your enquiries promptly and completely
* Endeavour to establish your name and use it in all of our dealings wherever possible
* Wear name badges and give you the relevant staff names in all dealings that we have
* Listen carefully and identify your needs by asking questions and confirming details
* Provide information in plain English
* Make our forms easy for you to provide the information we need
* Ensure our website is easy to navigate, and can be searched effectively
* Aim to meet service standards at all times
* Always follow up on service commitments that we make on behalf of you
* Leave a "visit card" with our name and contact number if we should ever call at your residence
* Be punctual for meetings and appointments
On The Telephone
We Will..
* Answer your call promptly within 4 rings
* Have a smile in our voice when we welcome you to Port Stephens Council
* Greet you with "good morning/good afternoon, Port Stephens Council" OR Introduce ourselves using first names and Section/Team name and provide a direct contact number for further communications when necessary
* Establish your concern and act accordingly to rectify the situation promptly
* Acknowledge your call on the same day if possible, and certainly within twenty-four hours
* Accurately record and monitor your query on our customer queries database
* Where possible we will take personal responsibility for your enquiry to reduce transferred calls
In Writing
We Will...
* Write to you in clear, concise language that is easily understood
* Send our standard information to you within one working day
* Acknowledge your letter or fax within 7 working days
* Reply to your letter or fax within 21 days
* Forward you an interim letter updating progress, where your letter or fax requires detailed investigation
We Will Meet Our Commitment To You
By...
* Providing cards at all council customer service counters which enable you to make any comments, complaints or compliments
* Conducting regular customer surveys and market research through questionnaires and telephone surveys
* Conducting customer service training programmes
* Providing opportunities for you to have your say on decisions that affect you
* Providing a forum for you to address the full Council through our public access process
* Building Customer Service improvement initiatives into the Business Plans of each section of Council
* Assessing each staff member's responsiveness to our customers through regular reviews
* Recruiting staff who have positive attitudes and skills in customer service
* Continue to improve access to services for people with disabilities
* Making information available upon request for people from culturally and linguistically diverse backgrounds
* Ensuring access to Council information through various media and publications
How You Can Help Us...
You can help us meet these commitments:
* By having a note pad and pen by the phone when you call Council
* By providing accurate and complete details when phoning us with any queries
* By treating us with mutual respect
* By phoning to make an appointment if you have a complex enquiry or need to see a specific officer
* By phoning the officer nominated on correspondence sent to you and quoting the file number on the letter
Have Your Say...
As we strive to deliver even better service, we encourage you to give feedback. Whether you have a request for action, a complaint or a compliment, we would like to hear from you.
If You Can Suggest Ways In Which We Can Serve You Better,
You Can...
* Fill in the customer feedback card available from our Customer Service Desk
* Provide Feedback on-line
* Write to the General Manager, Port Stephens Council, PO Box 42, Raymond Terrace. NSW. 2324
Contact details
General Managers Office
02 49800246 (ph)
council@portstephens.nsw.gov.au
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