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MEDIA RELEASE - Council endorses new customer charter

23 August 2017

A new Glenelg Shire Council customer service charter will provide a benchmark for all customer engagement into the future.

Council last night endorsed the updated charter which provides the standards for council staff on the service expectations that customers, or ratepayers, should expect when communicating with council staff.

The document provides guidelines for communicating via telephone calls, over the counter enquiries, written and electronic correspondence, and customer requests.

Mayor Cr Anita Rank said the charter, which was first published in 2006, required an update to reflect the changing landscape of council.

She said the update was consistent with council’s five values which include team work, respect, integrity, service excellence and innovation.

“This inclusive charter has been edited to be more contemporary and reflect new digital technologies which have transformed the way we work with our community,” Cr Rank said.

“Council relies on providing excellent service delivery to the community. It is pivotal that the Customer Service Charter sets out council’s commitment to provide its customers and ratepayers with quality services in a manner that meets or exceeds customer expectations.

“The new concise format makes it easier for customers to read and interpret providing clear messaging on what a customers expectations of dealing with council should be.

“To help market this new charter a video production has been produced which will be played across all customer service centres detailing the key charter themes. This is also subtitled to ensure it is accessible to all.”

A communication plan has been developed to market the plan with the broader community over the coming months.

Furthermore, council last night endorsed an updated customer complaint handling policy which has been created taking into consideration the Ombudsman’s Good Practice Guide.

The new policy creates a structured approach for the handling of customer complaints for all council services, ensuring they are managed in a fair, equitable, and transparent manner.

Both policies can be viewed at www.glenelg.vic.gov.au


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