Our Service Promise Contact Details
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, cando 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.
Accepting responsibility for our actions.
PROVIDING VALUE
Best value for money outcomes for our community
Collaboration, managing expectations and working towards common goals. 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
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 8.30 am – 5.00 pm (Excl Public Holidays)
EMERALD (Administration Centre) 65 Egerton St
BLACKWATER
10 McKenzie St - Closed 12 pm to 1 pm
DUARINGA (Rural Transaction Centre)
12 William St - Closed 1 pm to 2 pm
SPRINGSURE
29 Eclipse St - Closed 1 pm to 2 pm
ROLLESTON (Rural Transaction Centre) 17 Warrijo St 9.00 am to 12.30 pm and 1.00 pm to 4.30 pm
CAPELLA
4 Conran St - Closed 12 30 pm to 1 30 pm
TIERI (Rural Transaction Centre) Corner of Grasstree and Anncrouye Streets Closed 1 pm to 2 pm
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
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 chrc.qld.gov.au
Our service Commitment to You
Whenever you contact us we will:
Greet and listen to you and treat you with respect, open-mindedness, courtesy and understanding. Provide you with clear, accurate and complete information that is easy to understand.
Strive to resolve your enquiry at the first point of contact
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
Our service standards
Whenever you engage with us we strive to:
Answer your call directly
Offer informative and up to date on hold messages about the region
Provide an after-hours service to accept your emergency phone calls outside our standard working hours
Complaints are different from Requests for Service
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.
Our process for managing service requests begins with a triage of importance Generally, routine service requests are concluded, or progressed, within 10 business days
Provide a dedicated resource for customer service enquiries in regional centres during business hours (see overleaf for office locations)
Greet you in a professional and courteous manner and listen fully to your concerns
Resolve your enquiry at the first point of contact
Record correspondence and distribute to relevant offices within one business day for actioning
Respond to all enquiries within 10 working days
Measuring our Performance
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.
Provide an interim response advising the progress of your enquiry if there is a delay in our service
Provide access to services online that enable you to conduct business with us at a time
Provide SecurePay for online payments
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
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
A complaint can be made by phone, in person, in writing or by email to enquiries@chrc.qld.gov.au
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
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)
