CUSTOMER SERVICE CHARTER
OUR VALUES
We have developed our set of organisational values to guide us in what we do.
Embracing change
We will create our future by being innovative and encouraging new ideas, opportunities and better ways of doing things.
Quality outcomes
We will strive for excellence and to deliver value for money for the community. Accountability
We will plan well and report on our progress. We will ensure fair and transparent decision making and take responsibility for our actions.
Collaboration
We support each other as a team and will engage closely with the community.
Customer focus
We will be responsive and accessible to the community. We will be open, respectful and truthful in our dealings.
This Customer Service Charter sets out what the community can expect when dealing with Federation Council. It states our commitments relating to how our staff will respond to you, the systems we will use to engage with you and when you can expect a formal response from us.
It also sets out how you can deal with your enquiry and what further action you may consider.
CONTACTING US
In recognition of the diversity of our community, there are several ways to contact Council.
Over the phone:
All enquiries: (02) 6033 8999
After hours emergency: 1800 11 00 88
Urana Office: (02) 6930 9100
Howlong Library: (02) 6026 5055
Mulwala Library: (03) 5744 3439
In person:
Corowa Office
100 Edward Street, Corowa.
Opening hours:
Monday-Friday 8.30am-5pm
Urana Office
30-32 William Street, Urana.
Opening hours: Monday- Friday 9am-4:30pm
In writing:
Howlong & Mulwala Library & Council Office
Opening hours: Monday: Closed
Tuesday & Wednesday: 10am-1pm & 2pm-5pm
Thursday & Friday: 10am-1pm Saturday: 9:30am-12pm
Address:
71 Melbourne Street, Mulwala. 59 Hawkins Street, Howlong.
Post: PO Box 77 Corowa, NSW 2626
Email: council@federationcouncil.nsw.gov.au
Online: Website: www.federationcouncil.nsw.gov.au
Service Standards Service standards exist to help ensure we meet expectations of our customers & deliver quality customer service at all times.
We will:
Respect you, our customer.
Be realistic about what we can do & in what timeframes.
Provide you with accurate & consistent information.
Show respect for your privacy in your dealings with us & the confidentiality of information discussed.
Face to face
Our frontline customer service employees will:
Listen to you & discuss your requirements fully.
Endeavour to satisfy your request at the time of visit.
Be prompt, friendly, courteous, effective, efficient & at all times remain professional.
When enquires of a technical or specialisied nature are made, the appropriate officer will be called to assist if available, or contact will be made to arrange an appointment as soon as practicable.
Over the phone
We will:
Endeavour to answer your call within 5 rings and do our best to resolve your enquiry immediately.
Advise you of any delays & offer suitable options or offer to return your call.
Provide 24-hour phone service. After hours 1800 110 088.
Writing or email
If you write to us we will:
Write to you in clear, concise language that is easily understood.
Respond to correspondence using appropriate means and ensure that accurate records are maintained.
Customer Requests
Council maintains a Customer Request Management (CRM) System that records, monitors & reports on requests we receive.
This service enables Customers to notify us of an issue, request an action, report faults, defects or hazards in Council infrastructure. We will:
Log each request into the CRM system.
Allocate an officer.
Respond to emergency situations within 2 hours.
Respond to all other requests within 10 working days or within legislated timeframes.
How you can help
To help us deliver the best experience to you, we ask that you:
Be polite and respectful to our employees and other customers.
Understand that we will not tolerate behaviour that is likely to put someone in physical danger or make them feel anxious, threatened or disrespected. We reserve the right to end the call.
Contact us to make an appointment if you have a complex or technical enquiry, or need to meet a specific employee.
Helping us recognise our employees by telling us when you have received excellent customer service.
Feedback, Compliments & Complaints
We value your feedback and use it as an opportunity to learn and improve our service delivery.
We would like to hear from you whether you have a request for service, a compliment, a complaint or suggestion. We always welcome ideas on how we can improve our services.
Website or Social Media
We will:
Maintain our website with relevant and up to date information.
Post interesting, engaging, relevant and up to date information.
Staying in touch:
Council is committed to protecting the privacy of its customers, business contacts, Councillors, employees, contractors & volunteers. Council complies with the Privacy & Personal Information Protection Act 1998 & the Health Records & Information Privacy Act 2002. Subscribe to our electronic newsletter. Like and follow us on Facebook. Visit our website.