Customer service charter

Transcription

1 Customer service charter

2 fremantle.wa.gov.au Message from the CEO The needs of the Fremantle community are important to us therefore providing quality customer service is vital. This customer service charter is our pledge that we will do our best to service requests within the identified timeframe and that we will resolve your issues to the best of our ability. Our standards provide us with guidance for our customer interaction and can be used to measure our performance. We recognise that there are times where you may not be completely satisfied with our customer service so we welcome any feedback to improve upon our performance. On behalf of the City of Fremantle, I am proud to present our customer charter to you.

3 03 Introduction City of Fremantle s Customer Service Charter states our commitment to provide you with quality service and gives you standards by which to measure our performance. It also provides City of Fremantle staff with clear standards to adhere to.

4 04 05 Vision For Fremantle to be recognised as a unique city of cultural and economic significance. Mission The City of Fremantle has identified a number of themes and values that articulate a clear vision for a vibrant, creative and innovative, diverse and sustainable Fremantle. Values In its efforts to strengthen Fremantle, the council undertakes to uphold the values of good governance, strong leadership, community engagement, inclusiveness and above all to be a proactive organisation.

5 06 07 Good Governance Officers abide by the relevant laws, policies and governing principles, respond by the response times, and handle complaints within the complaints management policy. Inclusiveness All our customers can expect to receive professional customer service to a high standard. We recognise and respond to the diversity that exists within our community. Strong Leadership City of Fremantle Officers are ambassadors for our council and management. Proactive Organisation We constantly work to improve and enhance our excellent service delivery by welcoming and being open to your feedback. Community Engagement We respect your views and opinions and provide opportunities for you to have your say. We take responsibility for our own actions.

6 08 09 Visit us We will provide you with a professional, polite and helpful service. Our officers will wear a name badge and present appropriately. We will listen and discuss your requirements fully, and endeavour to satisfy your request at the time of your visit. When enquiries of a technical or specialised nature are made at our Customer Service Centre, the appropriate officer will be called to assist if available, or contact will be made by the end of the next working day to arrange an appointment or to discuss the matter over the phone.

7 10 11 Phone We will answer the phone with a courteous greeting using our first names and business unit name. We will endeavour to resolve customer enquiries through our customer contact centre at the first point of contact or ensure specialist enquires are referred to the correct person. No phone will go unanswered. If the person you are calling is not available, calls will be forwarded to someone who can help, or you will be provided with the option to leave a message on voic and your call will be returned by the end of the next working day. or write to us We will acknowledge the receipt of all s and letters within 10 working days. We will keep you informed. If your enquiry by or letter requires in-depth research or follow up that will take longer than 10 working days, we acknowledge your request and where possible provide a response date.

8 12 13 Helping us to help you Provide us with the appropriate information and documentation. Contact the City to make an appointment if you have a complex enquiry or need to see a specific Officer. Phone the Officer nominated on correspondence sent to you and quote the reference number. Participate in community consultation projects so that we can understand your views. Provide us with feedback to help us improve our service. Customer satisfaction & your feedback The City of Fremantle values the feedback our customers provide. We welcome compliments, suggestions and complaints. We have a Customer Request Form which will be provided on request or is available online, for any comments you wish to make about any aspect of the City of Fremantle. We can assist you in ensuring this form is directed to the appropriate Officer. Our feedback form is available for your comments; alternatively you can or write to us.

9 14 15 Complaint handling policy The City of Fremantle understands that you may feel dissatisfied with a service or product that we have provided. Our aim is to resolve complaints in an efficient manner and communicate with you throughout the process. For details on how to lodge a complaint please contact a Customer Service Officer on Alternatively please send a letter, an or complete a feedback form. Your complaint will then be referred to the relevant person or Manager. If you are not satisfied with the way your initial complaint is handled by the City, and it has been escalated through the appropriate channels, you may wish to contact the Ombudsman. The Ombudsman investigates complaints through independent review of Western Australian government agencies. The Ombudsman can be contacted on

10 16 Contact information City of Fremantle Town Hall Centre, 8 William Street Fremantle WA 6160 Postal address City of Fremantle PO Box 807, Fremantle WA 6959 T F TTY (text telephone) E info@fremantle.wa.gov.au Opening hours 8.00am pm Mon-Fri Cashier 8.30am pm Mon-Fri Printed on 100% recycled paper, manufactured carbon neutral. tangelcreative/cof3386/05-11

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