Customer Charter

1. Overview

The Town of Cambridge is dedicated to delivering outstanding customer service, whether you reach out by phone, in person, or in writing.

Our Customer Service Charter(PDF, 997KB) explains what you, can expect from the Town’s Administration, how you can help us serve you better.

2. When you contact the Town you can expect:

  • Friendly and helpful service
  • Timely responses, as outlined in the Customer Service Charter
  • Accurate, consistent and honest information
  • Clear communication and keeping you informed throughout the process
  • Acting with integrity and respect and always maintaining your confidentiality

3. How you can help us to help you

Please treat our staff with respect as they work to assist you while following Town policies and regulations.

We will reserve the right to refuse service to anyone who does not treat our staff, Elected Members or other customers with respect.

Additionally, any threats or use of physical violence, intimidation, offensive or inappropriate language and/or behaviour that makes our staff feel unsafe or uncomfortable will result in the immediate cessation of personal contact, with further communication conducted only in writing.

For more information, please refer to our Complaints and Unreasonable Behaviour Management Police and Guidelines.

To ensure we can effectively address your queries and assist with your requests and applications, we ask that you:

  • Communicate clearly and provide us as much information as possible to action your request
  • Update your information and provide your full contact details (including name, address, email, telephone number)
  • Email effectively by using mail@cambridge.wa.gov.au for all requests.  This ensures your email is processed efficiently and directed to the most appropriate department to resolve your query.
  • Schedule appointments for complex matters.  This allows us to prepare any necessary documents or conduct research in advance. 

Participate in community engagement to help us better understand your views and what is important to you. We value your feedback.

4. Our service standards

  • 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
  • Our Customer Service Officers will wear name badges that clearly identify their name and position
  • We aim to resolve your request at the first point of contact and provide you with information and advice on a range of Council services
  • if we enter a request into our system we will email or provide you with a reference number for that request.

On the phone we will:

  • answer calls within 9 rings and courteously, identifying ourselves by first name and service area
  • strive to provide first point of contact resolution at least 85% of the time
  • to connect you to the correct department we will ask you questions such as your name, property address and the nature of your enquiry
  • reply to phone messages as soon as possible or by 5pm the next business day

Email or write to us and we will:

  • acknowledge all emails to mail@cambridge.wa.gov.au within one working day.  Emails to individual officer email addresses will be acknowledged within five business days. 
  • respond to straight-forward requests for information within two working days of receipt where possible
  • respond to general enquiries within five working days
  • respond to complex enquiries within 10 working days

For definitions of each type of enquiry as well as other key terms, please refer to our Glossary on page 10 of the Customer Service Charter(PDF, 997KB).

5. Feedback & Complaints

The Town of Cambridge welcomes feedback on our services. Our feedback process is guided by the Town of Cambridge Complaints and Unreasonable Behaviour Management Policy.

Customer feedback and complaints can be made:
Online  Report It Online 
Phone  (08) 9347 6000 
In person  Administration Centre
1 Bold Park Drive, Floreat 6014 
 Email  mail@cambridge.wa.gov.au
 Mail  PO Box 15 Floreat WA 6014

To help us address your complaint as efficiently as possible:

  • Talk us through what the complaint is about and provide as much detail as possible
  • Give us some background information that can help us understand the situation
  • Tell us what you would like us to do to resolve your complaint
  • Work with us to reach a solution
  • Give us feedback on how we have responded to your complaint

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 you are still not satisfied after your complaint has been independently assessed, you may wish to contact the Ombudsman. The Ombudsman investigates complaints about Western Australian government agencies, including local government. 

The Ombudsman can be contacted:

Unreasonable requests or complaints

The Town may consider it appropriate to determine that unreasonable behaviour, questions, complaints or repetitive communications are not given priority, as they may divert a substantial and unreasonable portion of the Town’s resources away from its other functions.

Unreasonable behaviour may not be covered under the provisions of the Customer Service Charter(PDF, 997KB).

If a customer becomes unreasonable, then the Chief Executive Officer may implement restrictions on contact with the Town. This may include:

  • Restricting who a customer has contact with;
  • Restricting the number of communications with the customer;
  • When a customer can have contact with the Town
  • In what form a customer can have contact with the Town;
  • Where a customer can make contact; and/or restrictions to buildings owned or operated by the Town