Customer service charter

Our Service Promise

To provide a customer-friendly organisation, committed to providing service excellence to our community. We will project a positive attitude, focus on the solutions and provide a committed, can-do approach.

Our Vision

Central Highlands Regional Council is focused on shaping a progressive region that creates opportunities for all. Through this vision council is committed to the provision of timely, efficient and consistent quality services provided by polite and helpful officers that meet our customer’s expectations.

Our Values RESPECT AND INTEGRITY Building trust, teamwork, communication and a shared understanding.

Actively listening to our communities.

ACCOUNTABILITY AND TRANSPARENCY Equal opportunities, fair and open consultation and communication.

Contact Details

Central Highlands Regional Council has a strong regional presence, with customer service centres at Emerald, Blackwater, Springsure, Capella, & rural transaction centres at Duaringa, Rolleston & Tieri. Our offices can be contacted during normal business hours on the telephone number and email address provided.

VISIT: Our service centres are open Monday to Friday 8.30am – 5pm (Excl Public Holidays) EMERALD (Administration Centre) 65 Egerton St BLACKWATER 10 McKenzie St DUARINGA (Rural Transaction Centre) 12 William St SPRINGSURE 29 Eclipse St ROLLESTON (Rural Transaction Centre) 17 Warrijo St CAPELLA 4 Conran St TIERI (Rural Transaction Centre) Corner of Grasstree and Anncrouye Streets

Accepting responsibility for our actions.

PROVIDING VALUE Best value for money outcomes for our community.

Collaboration, managing expectations and working towards common goals.

Should you not be satisfied with Central Highlands Regional Council’s response, a review body such as the Queensland Ombudsman may be able to help.

Visit www.ombudsman.qld.gov.au 1800 068 908 T. 07 3005 7000 F. 07 3005 7067 E. ombudsman@ombudsman.qld.gov.au

Deliver efficiency and effectiveness in all that we do.

COMMITMENT AND TEAMWORK Continually improve on our achievements and drive innovative solutions.

Lead change and continuous improvement in delivering for our community.

65 Egerton Street, Emerald QLD 4720 PO Box 21, Emerald QLD 4720 T. 1300 242 686 F. 1300 242 687 E. enquiries@chrc.qld.gov.au

centralhighlands.qld.gov.au

Customer Service

Charter

Our service Commitment to You

Our service standards

Whenever you contact us we will:

Whenever you engage with us we strive to:

Greet and listen to you and treat you with respect, open mindedness, courtesy and understanding.

Telephone

Answer your call directly

Provide you with clear, accurate and complete information that is easy to understand.

Offer informative and up to date on hold messages about the region

Strive to resolve your enquiry at the first point of contact.

Provide an after-hours service to accept your emergency phone calls outside our standard working hours

Constantly look for ways to understand your needs and improve our service to you, our customer.

Respect your privacy and keep your information confidential in accordance with relevant legislation.

Frontline Customer Service

Written Correspondence or Electronically

Provide a dedicated resource for customer service enquiries in regional centres during business hours (see overleaf for office locations)

Your feedback is important and assists us to improve the quality of our service. We seek this feedback through regular surveys, and monitoring of our performance through various council reporting systems. If you would like to provide additional feedback on your experience please visit www.centralhighlands.qld.gov.au and follow the links to our Compliments, Comments & Complaints section.

Our process for managing service requests begins with a triage of importance. Generally, routine service requests are concluded, or progressed, within 10 business days.

Some service requests require, and are given, immediate attention, while others are assessed as being important, but not immediate. These are usually progressed or concluded within three business days.

Greet you in a professional and courteous manner and listen fully to your concerns Resolve your enquiry at the first point of contact

A complaint can be made by phone, in person, in writing or by email to enquiries@chrc.qld.gov.au

Record correspondence and distribute to relevant offices within one business day for actioning

If your complaint is a particularly serious or complex matter, please put it in writing addressed to the general manager who will personally arrange for the appropriate manager to review the matter and respond.

Provide an interim response advising the progress of your enquiry if there is a delay in our service

Online services

Service requests are a request for council to take action on a matter (i.e. barking dog, pothole or overgrown allotment) and should be made to our customer service team who will log your request and forward to the appropriate department for action.

A complaint may result if you are not satisfied with our standard of service or we’ve made a mistake. If this happens, please contact us directly so that we can resolve the issue, and improve our service for the future.

Respond to all enquiries within 10 working days

Measuring our Performance

Complaints are different from Requests for Service

Provide access to services online that enable you to conduct business with us at a time convenient to you Provide SecurePay for online payments

Water supply and sewerage services are provided in accordance with council’s Customer Service Standards Water Supply and Sewerage Services which are available on our website.

If you are still not satisfied with our response to your service request or complaint you can contact a review body such as the Queensland Ombudsman. (Details overleaf)