Customer Charter

CC_Charter.jpg

 

What is our Customer Charter?

  • What you, our customer, can expect from us
  • How you can help us to help you
  • Our service standards
  • What you can do if you’re not satisfied with the level of service 

What you, our customer, can expect from us

To achieve our commitment to you we will:

  • provide professional, polite and attentive service at all times
  • behave in an honest, ethical and accountable manner
  • respond to requests in a timely manner
  • keep you informed
  • offer accurate and consistent information
  • use processes that are transparent, effective and efficient
  • value your personal information and maintain your confidentiality
  • provide comprehensive, accurate and timely information via our website

How you can help us to help you

You can help us to help you by:

  • providing complete and accurate details when lodging a request
  • providing your full contact details (including name, address, email, telephone number)
  • directly contacting the nominated officer listed on correspondence sent to you
  • contacting us to make an appointment if you have a complex request or need to see a specific officer
  • recognising the Town may not have the authority to deal with your request and may need to refer you to another organisation
  • providing feedback to help us improve our service


Our service standards

Visit us and we will:

  • ensure our reception areas are clearly signposted, easy to locate and accessible to all
  • greet you immediately and offer assistance in a friendly, professional manner
  • wear staff name badges identifying who we are and our position at the Town
  • provide information and advice on a range of Council services
  • aim to resolve your request at the first point of contact

Phone us and we will:

  • answer all calls courteously, identifying ourselves by first name and service area
  • strive to provide first point of contact resolution
  • transfer calls that require specialist assistance from another service area
  • reply to phone messages as soon as possible
  • provide a direct contact number for future communications when necessary

Email or write to us and we will:

  • acknowledge all emails sent to mail@cambridge.wa.gov.au within one working day
  • respond to straight-forward1 requests for information within two working days of receipt where possible*
  • respond to general2 enquiries within five working days
  • respond to complex3 enquiries within 10 working days
  • keep you informed

1 Straight-forward: basic, easily accessible information (ie. waste collection day, dog registration fee, etc)

2 General: information requiring input from one or more service areas that requires a degree of investigation

3 Complex:- information requiring research and/or specialist consideration and decision

* Advertising and/or marketing material, or mail that is deemed to not need a reply, is not guaranteed a response

 

Customer Complaints

Customer complaints can be made to our Customer Service Department on (08) 9347 6000, by letter, email or by completing the online feedback form.

When making a complaint please:

  • Talk us through what the complaint is about
  • Give us some background information
  • Tell us what you would like us to do

We will action your complaint by:

  • Forwarding details of your complaint to the relevant Officer or Manager
  • Contacting you within 10 working days of receiving your complaint, with either a complete response or with name and contact details of the person dealing with the matter
  • Keeping you informed throughout the whole investigation process.

If you are not satisfied with the way your complaint has been handled please ask to be referred to the relevant Manager or Director who will personally investigate your complaint and make an independent assessment.

If your complaint with the Town has been independently assessed with a final review by a Director and you’re still not satisfied with how it has been handled, you may wish to contact the Ombudsman. The Ombudsman investigates complaints about Western Australian government agencies, including local government. The Ombudsman is located at 44 St Georges Terrace, Perth or can be contacted on (08) 9220 7555.

The Town of Cambridge complaints process is guided by the Town’s Complaints Policy.

pdf.png

  Download the Town of Cambridge Customer Charter

 

Last Updated: 07/10/2013