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Customer Charter

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Whyalla City Council
Customer Service Charter

 Customer Service Charter 2015(321 kb)

Purpose of a Customer Service Charter

The Whyalla City Council Customer Service Charter has been developed to further build and enhance relationships and partnerships with our community and customers, and to enable a system for continuous improvement to our levels of customer service.


Our Customer Service goal

To create and maintain a customer service culture throughout the organisation that ensure the delivery of consistent and quality customer focused services whereby our customers are dealt with promptly, courteously, efficiently and effectively at all times.


What you can expect from Whyalla City Council

Our Staff will:

  • Identify themselves
  • Be polite, helpful and treat you with respect
  • Listen carefully in order to understand and respond   to your needs
  • Explain actions and provide accurate, clear and consistent information where possible
  • Respect and protect your privacy

 Our customer expectations:

  • To treat our staff with mutual respect
  • To respect the rights of other customers
  • To provide accurate and complete information in your dealings with us
  • To respect the community in which we live
  • To work with us to solve problems

How will we measure our service:

  • We will report monthly on our service levels
  • We will invite written feedback at all Council customer service points

 

Our Service Standards

ENGINEERING SERVICES
 Engineering Services
 
 DEVELOPMENT SERVICES
 Development Services - Customer Charter
 
 GENERAL SERVICES
 
 General Services - Customer Charter
  

How to make a compliment, comment, enquiry or complaint

To provide compliments, comments, enquiries or complaints to the Whyalla City Council you can:

  • Access our website:   www.whyalla.sa.gov.au
    Compliments, comments, enquiries and complaints can be lodged online or you can download a hard copy.
  • Visit our customer service Desk at the Civic Building Darling Terrace 
    Customer Service Staff can provide you with a Customer Service Feedback Form
  • Telephone 8640 3444 or Facsimile 8645 0155
    Customer Service Staff can record details of your compliment comment, enquiry or complaint and ensure it is directed to the correct officer for action.
  • Send us an email:
    council@whyalla.sa.gov.au and provide details of the compliment, comment, enquiry and complaint.
  • Write to us: Whyalla City Council
    PO Box 126 WHYALLA SA 5600 and provide details of the compliment, comment, enquiry or complaint.
  • Social Media
    Council will accept comments via facebook.com/whyalla city council
    *Social Media should not be used to lodge requests for service or formal complaints

Ombudsman SA

The ombudsman SA is an independent office that has comprehensive power to investigate complaints made in relation to Local Government. Customers have the right to contact the Ombudsman SA at any time if they are dissatisfied with an action or inaction of the Whyalla City Council.

The Ombudsman SA may be contacted at:

PO Box 3651
Rundle Mall SA 5001
T: (08) 8226 8699
F: (08) 8226 8602
Toll Free: 1800 182 150
E: ombudsman@ombudsman.sa.gov.au

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City of Whyalla
PO Box 126
Civic Building, Darling Tce
Whyalla SA 5600
Tel: (08) 8640-3444
Fax: (08) 8645-0155