Clients Service Charter
OBLIGATIONS AND RIGHTS
Council’s obligation to clients
• Utilise client review tools such as client value survey to seek feedback from our customer base on our performance
• Review feedback you provide us and consider measures to further improve our service delivery
• Continue to respect customer confidentiality beyond the team of our engagement
Clients and Obligations
a) Clients Rights
• The right to lodge complaints
• The right to privacy and confidentiality
• The right to access services, facilities and information in a manner which meets clients’ needs
b) Clients Obligations
To help us help you, we ask that you:
• Treat our staff with courtesy
• Provide us with all information and documentation we request within specified time frames
• Give us details of changes in your circumstances as soon as the changes occur
• Not offer or give gifts, money or any other favour
Our Service Commitment and Standards
Our service standards describe the level of service excellence we aim to deliver to our clients and stakeholders
Communication
When we communicate with you, we will:
• Identify ourselves (by the form of a workers Identification card)
• Treat you with courtesy, respect and professionalism
• Be fair, open and reasonable
• Give clear, accurate and timely information or help you to find it
• Be sensitive to diverse views
• Be accountable and adhere to sound business ethics
Feedback, Compliments, Complaints and Suggestions
We value your compliments, complaints and suggestions. These could be:
• About a positive experience you have had
• A comment or suggestion on how we can improve or services to you+-
• If you are not satisfied with the service, you have received or feel you have not been treated fairly and reasonably by us or by someone delivering services on our behalf.
You are free to visit us, call us or write to us at the contact addresses given.
You may also place suggestions in the suggestion boxes mounted at the same addresses.