CORANGAMITE SHIRE COUNCILCivic Centre, 181 Manifold Street,

Camperdown VIC 3260Telephone 03 5593 7100 Facsimile 03 5593 2695

Email shire@corangamite.vic.gov.auwww.corangamite.vic.gov.au

Customer Service StandardsExcellence

We will continually strive for best practice across all departments

Timeliness We will respond promptly within agreed timeframes to all of your questions and requests

Responsiveness We will listen and respond to your needs in an open and accountable manner

Versatility We will endevour to provide choice in our service delivery and embrace innovation to continually improve

PrivacyWe will protect and respect the integrity, confidentiality and privacy of information

Environment We will act in an environmentally responsible way and use natural resources efficiently

Customer Service Charter

This Charter and what it means

Corangamite Shire provides quality Community Services, Transport Infrastructure, Communications, Recreation and Cultural Services, Environmental Health and Public Safety, Economic Development, Planning and Building, Environmental and Waste Management Services.

We service a diverse and proactive community and view residents, visitors and our colleagues as equally important customers.

The publication of the Council’s Customer Service Charter is part of efforts to ensure our customers receive quality service at all times and that if our promised level of service is not delivered, appropriate steps will be taken to remedy the situation and prevent recurrences.

Our community has the right to:

• be represented by Councillors and by a Council that promotes the interests of the Corangamite community;

• know Council’s vision, objectives and values;

• take part in Council planning and policy development and in Council decisions affecting the community;

• be treated with respect, fairness, courtesy and with due regard to privacy and cultural values;

• be listened to, consulted and engaged in a way that strengthens local partnerships;

• be informed of the services available and access the services required within Council’s eligibility criteria and resources.

On the telephone, we will:

• answer ringing phones promptly, even if it is not our own, identify ourselves and our Department;

• make every effort to answer your questions and deal with your request at the time;

• ensure you are referred to the right person if your request can not be directly dealt with;

• if we need to take a message, ensure we do so accurately and get your full name, phone number and the reason for the call;

• if you leave a message or voicemail, return your call within one working day or at an agreed time;

• where possible refer you to the appropriate organisation if it is not a Council matter.

Face to face, we will:• keep our counter areas neat, clean, accessible

and welcoming;

• wear a name badge and assist you promptly and courteously;

• make every effort to assist you and take time to explain anything complex;

• help you complete Council forms if this is required.

In letters, faxes and emails, we will:

• write our correspondence in a consistent corporate and professional style;

• send organisational/promotional material within one working day of request;

• reply to emails requiring a response within two working days;

• acknowledge receipt of any letter or fax of yours within five working days.

Away from the Civic Centre, we will:

• be professional and clearly identifiable;

• be prompt with appointments;

• be knowledgeable about Council policies and procedures relevant to your situation;

• explain clearly to you any follow up actions required and confirm them in writing if appropriate;

• report any concerns you may have to our manager if necessary.

In addition to these promises:

• we embrace social networking and will communicate through these online avenues where appropriate;

• when a request is made, we will investigate what is required and give a realistic timeframe of when the request will be completed;

• we will be considerate of the demands, deadlines and responsibilities of our colleagues;

• where possible, we will arrange appropriate backup when we are absent and use status tools to inform our colleagues.

Complaints and information access:

• Residents are encouraged to contact Councillors to help resolve any issue or:

• Please refer to our Complaints and Information Access Procedures.

www.corangamite.vic.gov.au * This Charter does not apply to our recruitment processes