Customer Charter

1. Overview

Our Customer Charter(PDF, 6MB) explains what you, our customer, can expect from us, how you can help us to help you - our service standards, and what you can do if you're not satisfied with the level of service.

2. What you can expect from us

Our commitment to you is to:

  • 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 

3. How you can help us to help you

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

4. Our service standards

Visit us and we will:

  • ensure our reception areas are clearly signposted, easy to locate and accessible to all
  • greet you promptly 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

Online we will:

  • ensure our website is kept up-to-date
  • provide convenient online tools
  • engage with our community on issues that affect them
  • provide helpful Frequently Asked Questions and ‘how to’ checklists.

On the phone we will:

  • answer 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 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

Basic: easily accessible information (ie. waste collection day, dog registration fees, etc)
General: needs input from one or more services area and needs some investigation
Complex - needs research and/or specialist consideration
* Advertising/marketing material, or mail that does not need a reply is not guaranteed a response.  

5. Feedback & Complaints

Lodge Feedback or Complaints 
Online  Report It Online 
Phone  9347 6000 
In person  Administration Centre
1 Bold Park Drive, Floreat 6014 

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
  • Work with us to reach a solution
  • Give us feedback on how we have responded

To action your complaint we will:

  • Refer your complaint to the appropriate Officer or Manager
  • Contact 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
  • Keep you informed throughout the whole investigation process

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

If your complaint has been independently assessed with a final review by a Director, and you’re not satisfied, 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 or on the Ombudsman website.

Our feedback process is guided by the Town of Cambridge Complaints Policy(PDF, 41KB).