Have Your Say - Draft Customer Service Charter
Published on 16 September 2024
Kiama Council invites our community to ‘Have Your Say’ about our draft Customer Service Charter.
The Customer Service Charter outlines what you can expect from Council in terms of service delivery and how you can help us improve.
The draft Charter was developed through extensive consultation with our own staff, as well as the feedback from our recent community engagement sessions over the last year.
It includes commitments that council officers will:
- behave in a way that reflects and upholds our values: Respect, Innovation, Integrity, Teamwork and Excellence
- be welcoming, friendly, polite, accurate, reliable, and professional
- respect privacy and confidentiality
- maintain a focus on continuous improvement
It includes timeframes for responding to customer enquiries to ensure a consistent and professional service is being provided to all our residents and ratepayers.
The Charter also sets out our expectations of our customers, including:
- treating our staff with courtesy and respect
- respecting the privacy and rights of other customers
- providing complete and accurate information
- be open and honest in your dealings with us and comply with the law
- provide constructive feedback so that we can improve your experience
- acknowledge that Council is subject to strict governance and legislation
The draft Charter is now on public exhibition until Monday 14 October, and you can Have Your Say via our website:
https://www.kiama.nsw.gov.au/Council/Your-say/Draft-Customer-Service-Charter
Your feedback will be taken into account in finalising the Charter for endorsement by our newly-elected Council.