CUSTOMER SERVICE CHARTER

Transcription

1 CUSTOMER SERVICE CHARTER LAST REVIEW September 2010 Plicy 1.6 NEXT REVIEW September 2012 MINUTE REF GF74/5-10 POLICY STATEMENT: 1.1 We are cmmitted t the timely, efficient, and cnsistent delivery f a range f quality services which supprt the Kingbrugh Cuncil Strategic Plan We will ensure that all custmer cntact is fair, friendly, infrmative and efficient. We subscribe t cntinuus imprvement in service delivery t meet the changing needs f ur custmers and the cmmunity. 1.3 We strive t prvide a level f service that des nt attract cmplaints, hwever in the instances where custmers are dissatisfied, we will take all pssible steps t achieve a reslutin. OBJECTIVE: SCOPE: PROCEDURE: 2.1 The Custmer Service Charter prvides a framewrk fr defining service delivery standards, the rights f ur custmers, and hw cmplaints frm custmers will be handled. 3.1 This plicy applies t all service requests and cmplaints made by custmers in relatin t Cuncil s peratins. 4.1 SERVICE STANDARDS When yu, as a custmer, visit r telephne Cuncil, we will: treat yu plitely and with respect, prvide prmpt, relevant, accurate and prfessinal advice, maintain yur privacy, keep yu infrmed if the reslutin t yur enquiry is being delayed Where an enquiry is f a cmplex nature, r a meeting with a specific fficer is required, custmers are requested t make a prir appintment Respnse Times Cuncil undertakes a wide variety f activities which vary bth in cmplexity and time taken t cmplete. Cuncil s schedule f prcessing/respnse times prvides a guide t the mst cmmn service requests, with target times fr cmpletin r reslutin. This schedule is included as Appendix A t this Plicy Accessibility We will make ur services accessible fr ur custmers by supplementing persnal cntact ptins with a range f web and telephne-based payment, service request, and infrmatin services.

2 4.2 OUR EXPECTATIONS OF OUR CUSTOMERS T help us t help yu, we ask that yu: Reprt any damage t, r failure f, Cuncil s infrastructure r prperty. Treat ur staff with mutual respect. Prvide cmplete details f yur service request r cmplaint. Respect the privacy and rights f ther peple. Phne t make an appintment fr a cmplex enquiry r a need t see a specific Officer. When necessary, cntact the Officer nminated n any crrespndence. 4.3 CUSTOMER SERVICE PROCESS If a custmer dissatisfactin relates t a failure in Cuncil s infrastructure r service, such as pthles in a rad, r an uneven ftpath, r the failure t cllect a wheelie bin, this will be treated in the first instance as a service request A service request may be ldged by telephne r fax, at the Custmer Service cunter r via the internet A service request will be managed by the Custmer Service Unit, which will allcate the task t the apprpriate department r Officer. The unit will mnitr that a respnse in accrdance with the Service Standard (Appendix A), and this Charter, is prvided A cmplaint is nt: A service request (unless the respnse was utside the Service Standard). Verbal advice f unsatisfactry service r perfrmance. Disagreement with a plicy r the directin f the Cuncil. A request fr infrmatin r an explanatin f a plicy r prcedure. A cmplaint fr which statutry review prcesses exist, such as an appeal against a planning decisin fr which there are appeal prvisins in the Land Use Planning and Apprvals Act An expressin f dissatisfactin with the behaviur r perfrmance f a Cuncillr (that mechanism is cntained in the Cde f Cnduct fr Cuncillrs). A wrk-related grievance f an Officer r cntractr If a custmer is nt satisfied with the utcme f a service request, r the matter relates t unsatisfactry cnduct f an Officer(s), r a failure t cmply with the Service Standard, the matter will be treated as a cmplaint and dealt with by the General Manager. Cmplaints are t be ldged in writing Cmplaints will be investigated and a respnse prvided within 15 wrking days. Where a cmplaint invlves cmplex issues, it may nt be pssible t meet this deadline. In these cases prir t the expiry f the timeframe we will infrm the cmplainant f prgress and when a respnse is likely t be given.

3 4.3.7 A disagreement with a plicy r the directin f the Cuncil may als be directed t the Mayr and/r individual Cuncillrs We cmmit t a range f ptins fr addressing unfair and incrrect decisins, r any unreasnable plicy r prcedure, r any inapprpriate respnse, actin r treatment by an Officer. Apprpriate remedies may include: Admissin f fault and aplgy Explanatin Change f decisin Change t plicy r prcedure Repair / rewrk / replacement Cunselling r disciplining f staff Mre than ne remedy may be applied if the circumstances justify that curse f actin All cmplaints received by us will be treated with the utmst seriusness, hwever if a cmplaint is fund t be malicius r vexatius, r it is a repeated cmplaint t which a respnse has previusly been given, n further actin may be taken n the cmplaint. The custmer will be infrmed f this decisin in writing by the General Manager While we will accept annymus cmplaints, we will generally nly act if the matter is cnsidered t be serius and there is sufficient infrmatin prvided t enable an investigatin t be undertaken. 4.4 CUSTOMER RIGHTS While we encurage custmers t allw us t investigate cmplaints in the first instance, a custmer wh remains dissatisfied with the utcme f a review is entitled t seek external review frm: The Ombudsman The Office f the Anti-Discriminatin Cmmissiner The Directr, Lcal Gvernment Divisin: A cmplaint made t the Directr under sectin 339E f the Lcal Gvernment Act 1993 is t be: in writing; and identify the cmplainant and the persn against whm the cmplaint is made; and give particulars f the grunds f the cmplaint; and be verified by statutry declaratin. REPORTING We are cmmitted t using requests and cmplaints data t imprve decisinmaking, business prcesses and custmer service. The General Manager will ensure that perfrmance reprts are cnsidered by the Management Team and will prvide a reprt each year f the number and nature f cmplaints received, which will be included in the Annual Reprt.

4 4.5 HOW TO CONTACT COUNCIL In persn: Civic Centre, 15 Channel Highway, Kingstn Tasmania during the hurs f 8am t 5pm Mnday t Friday except public hlidays. Bruny Island Service Centre, Main Rad, Alnnah during the hurs f 8:30am t 5pm Mnday t Friday except public hlidays. Mail: Kingbrugh Cuncil, Lcked Bag 1, Kingstn, Tasmania 7050 Telephne: (03) during the hurs f 8:30am t 5:00pm Mnday t Friday. Cuncil prvides an After-Hurs Emergency Service n the same number. t [email protected] Internet at COMMUNICATION: LEGISLATION: 5.1 All staff, Cuncillrs and Custmers, members f the public. Available free f charge at the Civic Centre and n Cuncils Web Site Lcal Gvernment Act 1993 sectin 339 (F) Custmer Service Charter. 6.2 Lcal Gvernment (General Regulatins) 2005 Regulatin 30 - Custmer Service Charter. RELATED DOCUMENTS: AUDIENCE: 7.1 Plicy 9.14: Cde f cnduct - Emplyees 7.2 Plicy 9.3: Anti-Discriminatin 8.1 Public dcument

5 Appendix A Service Delivery Time Frames Service Respnse/Prcessing Time (wrking days)* Planning Develpment and Subdivisin Applicatin Assessment 30 Prcess amendments t apprved permit cnditins 20 Adhesin rder applicatin assessment 15 Prcess Sealed Plan amendments 15 (with hearing) 40 Cuncil sealing f final plans (Subdivisin and Strata) 15 Ldge a Part 5 agreement 10 Refunds Landscaping bnd - (Includes inspectin perid 10 days) 20 Kerb & Gutter depsit (Includes inspectin perid 10 days) 20 Bank & bnd guarantees (Includes inspectin 10 days) 20 Hall bking depsit (includes inspectin) 10 Building Building Permit Assessment (Privately certified) 10 (Cuncil certified) 15 Amendments t apprved building permit cnditins (Cuncil Certified) 15 (Privately Certified with plumbing) 10 (Privately Certified n plumbing) 5 Prcess Skip Bin in Rad Reserve applicatin 3 Plumbing Plumbing Inspectin frm time f request 2 Plumbing Permit 10 Develpment Engineering Subdivisin inspectin 5 Prcess Wrks in Rad Reserve applicatin 3 Health Prcess Special Plumbing Permit applicatin 10 Prcess Temprary fd licence applicatin 10 Prcess Fd licence applicatin 10 Investigate a nise cmplaint 5 Investigate ther envirnmental cmplaints 5 Urgent envirnmental health issues are dealt with immediately upn receipt f cmplaint. 1 Open air burning cmplaint 1 Natural Resurce Management Tree remval applicatins 10 Illegal tree remval 3 Remval f declared weeds - inspectin 5

6 Service Respnse/Prcessing Time (wrking days)* Infrmatin Services Prcess a Right t Infrmatin request 10 Respnd t a Cmplaint 15 Answer yur phne call 1 Minute Return Phne Calls within 2 Respnd t general crrespndence 10 Prcess a 337 r 132 Certificate 10 Cmpliance Prcess Kennel licence applicatin 30 Barking dg cmplaint (initial inspectin) 3 (cmpletin) 25 Fire hazard (initial inspectin) 3 Dgs at large Dg attack (when injury has ccurred) Dg attack (when n injury has ccurred) 2 2 hrs 2 hrs Wrks Pthles in sealed and gravel rads - Inspect, assess and respnd t custmer. Add t a priritised repair prgram based n risk assessment Replace/repair damaged Street Signs.Regulatry e.g. Give- Way, Stp Signs, Keep Left etc Replace/repair damaged Street Signs.General e.g. street/place names Missed Bin pickup if ntified by 11.00am Missed Bin pickup if ntified after 11.00am Same day Next wrking day * Prcessing times may increase where: Infrmatin prvided by the custmer r agent is incmplete and/r incrrect. Inspectins shw nn-cmpliance and/r the requirement f remedial wrks