Customer Service Charter
Gladstone Regional Council Customer Service Charter - View
Calliope Shire Council is committed to providing timely, efficient and consistent service to you, our customers.
We Will Continuously Strive To Meet, Or Exceed The Service Standards And Commitments Set Out In Our Charter.
We Will Also Aim To:
- Treat you courteously and with respect
- We will always be open and honest in all our dealings with you
- Act on our commitments as quickly as possible
- Use your feedback as an opportunity to continuously improve our operations
- We will respect your privacy by treating confidentially all information you provide, except where the law requires disclosure of information (eg. Council meeting agendas and minutes, release of information under the Freedom of Information Act).
- When we make a mistake we will admit it, apologise and deal with the outstanding matter promptly.
General Communication Principles
We Will:
- Assist you with your enquiries courteously and promptly
- Endeavour to establish your name and use it in all of our dealings wherever possible
- Listen carefully and identify your needs by asking questions and confirming details
- Provide information in plain English
- Make our forms as user friendly as is legally possible
- Ensure our website is easy to navigate, and can be searched effectively
- Always follow up on service commitments that we make to you. If we can’t honour a commitment we will get back to you and renegotiate the deadline.
- Leave a "visit card" with our name and contact number if we should ever call at your residence
- Be punctual for meetings and appointments.
On The Telephone
- A trained officer will answer your call during office hours (except where you choose to call the automated bill paying service)
We Will:
- Answer your call promptly
- Greet you with "good morning/good afternoon, Calliope Shire Council" or introduce ourselves using first names and provide a contact number for further communications when necessary
- Establish your concern and endeavour to deal with the matter promptly or to clearly explain Council’s policies which apply to the particular circumstance
- Acknowledge messages on the same day if possible, and certainly within twenty-four hours
- We will make every effort to keep transferred calls to a minimum.
- We have a 24 hour emergency call service operated by an agent to provide a quality service and for your convenience.
In Writing
We Will:
- Write to you in clear, concise language that is easily understood
- Send our standard information to you within 2 working days
- Acknowledge your letter or fax within 7 working days
- Reply to your letter or fax within 21 days
- Reply to your email within 2 working days
- Forward you an interim letter updating progress, where your letter or fax requires detailed investigation
- Make every endeavour to comply with statutory time frames set out in legislation and when we can’t we will make contact with you to keep you fully informed of progress.
How You Can Help Us
You can help us meet these commitments:
- By having a note pad and pen by the phone when you call Council
- By providing accurate and complete details when phoning us with any queries
- By treating us with courtesy and respect
- By phoning to make an appointment if you have a complex enquiry or need to see a specific officer
- By phoning the officer nominated on correspondence sent to you and quoting the file number on the letter.
Have Your Say
As we strive to deliver even better service, we encourage you to give feedback. Whether you have a request for action, a complaint or a compliment, we would like to hear from you.
All comments can be sent to:
The Chief Executive Officer, Calliope Shire Council,
PO Box 231, Calliope Q 4680 Email or Fax: (07) 4975 7106
