OUR CUSTOMER SERVICE COMMITMENT

OUR CUSTOMER SERVICE COMMITMENT

At the City of Wanneroo we strive to deliver service excellence and provide the best possible customer experience throughout every interaction we have with our customers.

Our Customer Service Commitment aligns to our ‘Customer First’ approach and outlines what standards of service you can expect to receive from us each and every time you connect with the City.

Our ‘Customer First’ approach outlines four overarching objectives that underpin the delivery of our customer service to you:

SIMPLICITY

We will deliver an uncomplicated, personalised customer experience.

ACCESSIBILITYWe will provide options so that information and help is accessible to all.

QUALITYWe will deliver an accurate, effective and impressive service.

PERFORMANCE

We will engage with our customers and continually assess our performance against their expectations and look to implement initiatives that drive continuous improvement.

We will periodically review our ‘Customer First’ approach and Our Customer Service Commitment, in order to ensure they meet our customer expectations.

Throughout all of our interactions with you, we will:

• Take ownership of your enquiry and strive for first contact resolution.

• Provide accurate and consistent information.

• Be considerate of your private information and treat it as confidential.

• Acknowledge any written correspondence, including emails, within seven business days and inform you of when you can expect to receive a response.

• Keep you informed of the progress of your enquiry.

• Be aware of the needs of our customers with disabilities, language barriers and cultural differences and endeavour to identify a variety of service options to assist you.

• Respond to your enquiry using clear, concise language and wording that is easily understood.

• Be courteous, respectful and attentive to understand your enquiry.

When you visit us in person or contact us by phone, email, or in writing, we will:

• Be professional, welcoming and attend to your enquiry promptly.

• Identify ourselves by name and area of business.

• Provide a personalised experience and understand the importance of your enquiry.

• Inform you of any delays.

When you connect with us through our website or social media, we will:

• Maintain our website with correct and accurate information that is easy to locate and understand.

• Respond to enquiries and posts on our social media pages in a timely and professional manner.

• Promote community events and services.

• Continue to provide additional online services that are user friendly and accessible during non-business hours.

HOW YOU CAN HELP US

If we don’t meet your expectations

If the service you receive does not meet your expectations we welcome your feedback. The City defines a complaint as:

Dissatisfaction with the services or products of the City and its contractors or with the actions of employees or Council in the provision of those services or products.

The City of Wanneroo is committed to ensuring that all complaints received are handled efficiently, fairly and treated with confidence.

The City will aim to respond to your feedback or complaint within seven business days. If your complaint requires in depth investigation, the City’s Customer Liaison Officer will

contact you to provide a timeframe for when you can expect to receive a response, or will keep you informed about the progress of your complaint.

Please note, the City will investigate anonymous complaints to the best of its ability, however if a complaint is lodged anonymously, the City will not be able to provide you with a response.

If you would like to lodge a compliment, feedback or complaint you can do this by visiting the ‘contact us’ page on the City’s website at wanneroo.wa.gov.au or alternatively contact us by phone, email or visit us in person.

We recognise and understand that customer service involves two way communication and appreciate your assistance by:

• Treating our staff with courtesy and respect.

• Providing us with timely and accurate information necessary for us to assist you promptly.

• Letting us know if your contact details have changed.

• Participating in community consultation projects so that we can understand your views.

• Quoting the reference number provided when contacting us about an open/existing enquiry.

• Providing us with feedback so we can assess our performance and standards of service we provide.

If we have exceeded your expectations

We value your feedback and appreciate you letting us know what works well so that we can celebrate our customer service achievements and identify opportunities for improvement.

INFORMATION AND CONTACTS

City of Wanneroo Civic Centre23 Dundebar Road Wanneroo, WA 6065

Locked Bag 1, Wanneroo, WA 6946

Phone 9405 5000Monday to Friday 8.30am-5pm

After hours 1300 138 393Media enquiries 9405 5000

Clarkson Library27 Ocean Keys Boulevard Clarkson, WA 6030

Phone 9407 1600Business hours for City services Monday to Friday 9am-12pm and 12.45pm-5pm

For all other City of Wanneroo opening hours please visit the City’s contact us page at wanneroo.wa.gov.au

WA Police EmergencyPhone 000

WA Police GeneralPhone 131 444 Police assistance Phone 1800 333 000 Crime Stoppers

Traffic SignsPhone 131 138 Website mainroads.wa.gov.au

Faulty Street LightsPhone 1800 622 008 Website westernpower.com.au

This flyer is available in alternative formats upon request.

wanneroo.wa.gov.au