CUSTOMER SERVICE STANDARDS POLICY
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1 CUSTOMER SERVICE STANDARDS POLICY Rev 03 ( th November 2009) 1 of 11
2 CODE OF SERVICE STANDARDS Tatiara District Council acknowledges the needs of our community and we will strive to achieve a co-ordinated, informed and courteous approach to the delivery of our services. (1) Person to Person Greet with a smile We identify ourselves by wearing a name badge Prompt counter service and project positive body language Listen and acknowledge customer requirements Provide an accurate response. If you don t know, ask Use plain English and eliminate jargon, acronyms and abbreviations If you make a commitment, adhere to it Respect confidentiality and be discreet where appropriate Show understanding and empathy Ensure the customer is kept informed of the progress of their request (2) Telephone Answer within rings Greeting, organisation/department, name Ask questions to identify the essence of the enquiry Messages to be returned same day if possible, if not, then within 24 hours (3) Correspondence Written and electronic mail to be answered or acknowledged within business days Correspondent should be kept informed of the progress of matters that are not resolved quickly Standards should be established for letters, s, forms, reporting, minutes, agendas and templates External s to have name, position, telephone number and fax number (4) Website Keep information on our website up to date and relevant () A fair decision making process Outline our policies and procedures and comply with relevant legislation Ensure the decision making process is transparent Make decisions quickly once we have all the information we require Advise customer of the reasons for the decision and their option to appeal (6) Fellow Employees Acknowledgement of, and provision of information to, a fellow employee requesting assistance, in a prompt and respectful manner Conduct of the relationship with courtesy and respect Behaviour that seeks to establish mature and constructive working relationships The right of all points of view to be heard and considered Cooperative involvement and liaison in matters of mutual interest Rev 03 ( th November 2009) 2 of 11
3 Service Standards Tatiara District Council provides a number of services to the community. Standards regarding service delivery have been developed and highlight the following: Type of service. Area responsible for service delivery. Officer responsible for service delivery. Service target in days. The Service Target in Days provides a guide to the maximum time for service delivery. Depending on the service provided, the Service Target may indicate the number of days taken to respond to a customer or in some cases the number of days to carry out the action. Availability of staff will affect Service Targets particularly when staff are on leave and unless staff are allocated to cover the leave, the Service Targets may not apply. SERVICE STANDARDS Abandoned Vehicle Service Type Area responsible for Service Delivery Officer responsible for Service Delivery Report Technical General Inspector Service Target (Days) Arts & Culture Chamber/Civic Centre Hire Corporate Corporate staff 2 Airfields Enquiries Technical Senior Technical Officer 2 Backyard Burning Report Development General Inspector 3 Bees Complaint Development General Inspector Building Site, Construction Completed Dangerous/Defective Structure Development Manager Development 1 Fire Safety Development Manager Development 1 Building Site, Under Construction Dangerous/Defective Structure Development Manager Development 1 Illegal Building Work Development Manager Development Litter Development Manager Development Site Spills Development Manager Development 1 Site Toilets Development Manager Development 2 Cats Enquiries/Complaints Development General Inspector Citizenship Ceremonies Information Request Corporate Executive Assistant Rev 03 ( th November 2009) 3 of 11
4 Common Effluent Drainage Breakdowns Technical Works Supervisor 1 Locations Technical Senior Technical Officer 1 Community Planning Advice Development Manager Development Council's Construction Works Complaints Technical Works Supervisor Customer Dissatisfaction Customer Corporate Community Health Development Environmental Health Contracts Technical Development Development Manager Development Engineering Technical Finance Corporate Finance Manager Human Resources Information Technology Corporate Corporate Library Corporate Library Manager Dead Animals Collection Technical Head Gardener 1 Development, Building Miscellaneous Development Manager Development 20 Development, Planning Miscellaneous Development Manager Development 20 Complying Development Development Manager Development 14 Referral Cat 3 Development Manager Development 8 weeks Dogs Attack/Harassment Technical General Inspector 2 Barking Technical General Inspector 2 Wandering Technical General Inspector 2 Registration Corporate Corporate staff Driveways Application to construct/alter Technical Elected Members Request for information/action Corporate Rev 03 ( th November 2009) 4 of 11
5 Employment Applications Corporate Engineering Department Miscellaneous Technical Works Supervisor Private Works Technical Works Supervisor Environment Air/noise Pollution Development Environmental Health 28 Contaminated Land Information Development Environmental Health 30 Discharge or Fill in Watercourse Development Environmental Health 30 Stormwater, Water or Solid Development Environmental Health 30 Waste Discharge Miscellaneous Development Environmental Health 30 Food Food Act Notification Development Environmental Health 30 Food Handling Development Environmental Health 60 Food Poisoning Development Environmental Health Foreign Object Development Environmental Health Unclean Premises Development Environmental Health Unfit Food Development Environmental Health Miscellaneous Development Environmental Health 30 Footpaths, Condition Appearance (Cleaning, sweeping) Technical Works Supervisor Footpaths, Damaged By Contractor/Landowner Technical Works Supervisor 30 By Natural Causes Technical Works Supervisor 14 By Unknown Causes Technical Works Supervisor Cosmetic Technical Works Supervisor 36 Quotations Technical Works Supervisor 14 Footpaths, Kerb Ramps New/Modification Technical Footpaths, New Request For Technical 30 Footpaths, Paved Investigation Required Technical Works Supervisor Rev 03 ( th November 2009) of 11
6 Furniture, Street Installation Approved New Technical Technical Repair Existing Technical Works Supervisor Graffiti, Council Property Removal from Buildings Development Manager Development Removal from Footpaths & Roads Technical Works Supervisor Signs Technical Works Supervisor Other Technical Works Supervisor Grass Overgrown, Private Property Private Property Development General Inspector 20 Vacant Block Development General Inspector 20 Halls For Hire Corporate Corporate staff 2 History Information Requested Library Library staff Corporate Corporate staff Immunisation Information Requested Development Environmental Health 30 Impounded Vehicle Enquiry Technical General Inspector Tenders Technical Executive Assistant Information Request Miscellaneous Corporate Corporate staff 3 Kerb Ramp New/Modified Approved Works Technical Land Use, Illegal Commercial/Industrial Development Manager Development 20 Residential Development Manager Development 20 Linemarking Maintenance/Missing Technical Works Supervisor Liquor Licence Premises Complaint Development Manager Development Rev 03 ( th November 2009) 6 of 11
7 Maps Request For Corporate Corporate staff 3 Technical Tech Officer Assets 3 New Residents Kit Request For Corporate Corporate staff 1 Notifiable Disease Investigation Development Environmental Health 30 Other Animals Enquiries/Complaints Development General Inspector Parking, Enforcement Complaints Illegal Parking Technical General Inspector 1 Expiation (Fines/Appeals) Technical General Inspector 1 Legislation Technical General Inspector Pedestrian/School Crossings New/Alteration Technical 30 Permits B-Double Routes Technical Tech Officer Assets Industrial Bins Technical Tech Officer Assets Wide Loads Technical Tech Officer Assets Extended Trading Hours Development Manager Development Limited Liquor Licence Development Manager Development Fires In The Open Development General Inspector Corporate Corporate staff Fireworks Development General Inspector Playground Equipment Installation New Technical Repair Existing Technical Works Supervisor Public Health Head lice, Advice Development Environmental Health 30 Head lice, Report Development Environmental Health 30 Legionella/Cooling Tower Development Environmental Health 30 Miscellaneous Development Environmental Health 30 Mosquitoes Development Environmental Health 32 Offensive Activities Development Environmental Health 69 Premises Insanitary Condition Development Environmental Health 69 Premises Unfit For Human Habitation Development Environmental Health 120 Sharps Containers Development Environmental Health Unclean Private Swimming Development Environmental Health 60 Rev 03 ( th November 2009) of 11
8 Pool/Spa Unclean Public Swimming Pool/Spa Development Environmental Health 30 Recreation/Leisure Club Funding/Promotional Advice Corporate Facility Information Corporate Corporate staff Recycling Product Enquiry-Collection Technical Reserves/Ovals New Lighting New Furniture Technical Technical Reserves/Ovals (Maintenance) Fencing Technical Works Supervisor Graffiti Removal Technical Works Supervisor Irrigation Technical Head Gardener Lighting Technical Manager Development Mowing Technical Head Gardener Pathways Technical Head Gardener Pruning Technical Head Gardener Repair Furniture Technical Head Gardener Rubbish Technical Head Gardener Weed Control/Spraying Technical Head Gardener Road Closures, Permanent New Technical 60 Road Closures, Public Temporary Requests For Technical 30 Roads, Maintenance Crack Sealing Technical Works Supervisor Damaged Kerb Technical Works Supervisor Resealing Technical Repairs Technical Works Supervisor Concerns Technical Works Supervisor Rubbish, Dumped On Council Property Development General Inspector On Vacant Land Development General Inspector Rev 03 ( th November 2009) 8 of 11
9 Rubbish, Household Contractor Complaint Technical Rubbish Dump Technical Rubbish/Litter Bins Clean Around Technical Works Supervisor Install New Technical Works Supervisor Repair Technical Works Supervisor Signs/Advisory Damaged/Missing Technical Works Supervisor Installation Technical Works Supervisor Signs/Directional Damaged/Missing Technical Works Supervisor Installation Technical Works Supervisor Signs, Moveable/Advertising Complaint Development Manager Development Signs, Parking Damaged/Missing Technical Works Supervisor New/Alteration Technical Works Supervisor 40 Temporary Technical Works Supervisor Signs, Street Names Damaged/Missing Technical Works Supervisor New Technical Works Supervisor Signs, Traffic/School Damaged/Missing Technical Works Supervisor New Technical Works Supervisor Signs, Welcome/Town - District Damaged/Missing Technical Works Supervisor New Technical Works Supervisor Stormwater, Entering Private Property From Neighbouring Property Development Manager Development From Street Technical Works Supervisor Stormwater, From Private Property Running over Footpath Development Manager Development Stormwater, In Street Drainage Plan Information Technical Senior Technical Officer From Blocked Pit Technical Works Supervisor Rev 03 ( th November 2009) 9 of 11
10 From Broken Pipes/Headwalls Technical Works Supervisor From Broken/Missing Side Entry Pit Cover Technical Works Supervisor From Water Pooling Technical Works Supervisor Land Division Construction Technical Side Entry Pit Structural Repairs Technical Works Supervisor Stormwater, On Private Property Council Easement Technical / Manager Development Street Sweeping Complaints Service Request Technical Technical Streetlighting Alteration New Technical Technical Streetscaping Hard Technical Head Gardener 30 Loam/Lawn Seed Technical Head Gardener Mulch Technical Head Gardener Nature Strip/Overgrown Technical Head Gardener Plants Technical Head Gardener 36 Traffic Control device - Technical Swimming Pools No Fencing Development Manager Development Toilets, Public Graffiti/Vandalism Technical Works Supervisor Maintenance Development Manager Development Traffic Issue Technical Trees Fallen Technical Works Supervisor 1 Trees, Private Property Overhanging Vegetation Technical General Inspector Rev 03 ( th November 2009) of 11
11 Trees, Reserves Complaint/Maintenance Technical Head Gardener 30 New Significant Technical Technical Watering Technical Head Gardener Volunteering Request for Information Work Corporate Corporate Wasps, Council Property Complaint Technical General Inspector Wasps, Private Property Complaint Technical General Inspector Work Experience Request For Corporate Youth Activities Corporate RECORD OF AMENDMENTS DATE REVISION NO REASON FOR AMENDMENT 11 th May 2004 Rev 00 Policy adopted 9 th October 200 Rev 01 Policy reviewed and adopted 21 November 2008 Rev 02 Position titles corrected and minor additions th November 2009 Rev 03 Policy reviewed and adopted Rev 03 ( th November 2009) 11 of 11
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