Customer Service Charter Policy

Purpose. This policy sets the standards of service that residents, ratepayers and visitors can expect from the Shire of Brightwater and the obligations of staff when handling requests, enquiries and complaints.

1.Purpose

The Shire of Brightwater exists to serve its community. This policy states the service standards the shire commits to and describes how customers can raise a request, an enquiry or a complaint. It applies to every employee, contractor and volunteer who deals with the public on behalf of the shire.

2.Service standards

Staff must acknowledge every request within one business day and resolve or provide a substantive update within the timeframes in the customer request handling procedure. Counter and telephone enquiries will be answered courteously, and staff must identify themselves by name. Where a request cannot be met, staff must explain the reason and any options available.

• Telephone calls answered within three minutes
• Written correspondence answered within ten business days
• Urgent safety hazards actioned within 24 hours
• Complaints acknowledged within two business days

3.Customer obligations

The shire asks customers to treat staff with respect and to provide accurate information. Staff will end a conversation that becomes abusive or threatening and must record the interaction in the customer request system. Repeated unreasonable conduct will be managed under the unreasonable conduct guideline.

4.Complaints

A complaint is an expression of dissatisfaction with a decision, a service or the conduct of a staff member. Complaints must be recorded in the customer request system and referred to the relevant manager. Customers who remain dissatisfied will be told about the internal review process and their right to contact the Victorian Ombudsman.

5.Privacy

Personal information collected when handling a request must only be used for that purpose and must be stored in the customer request system. Staff must not disclose the identity of a person who reports a matter to the person complained about.

6.Responsibilities

The Chief Executive Officer approves this policy. Managers must ensure their staff are trained in it and that service standards are measured and reported quarterly. All staff must apply the standards in every customer interaction.