Our customer charter

Our goal is to make it easy for everyone in the community to engage with us. We are committed to ensuring our services and staff are accessible, inclusive, and responsive to your needs.

We listen carefully to your concerns and ask the right questions so we can provide clear, practical options to help resolve your matter.

We take responsibility for responding to your requests in a timely and professional manner and will keep you informed throughout the process.

We value your feedback and use it to continuously improve the quality of our services.

We strive to do what we say we will do and to meet the standards always outlined in this Charter.

As a community member you have the right to:

• be treated with courtesy and respect 
• understand why and how decisions that affect you have been made
• request that a decision be reviewed and know it will be done fairly, based on facts and evidence
• have your views and concerns heard without fear of reprisal
• share your views and concerns in respectful and lawful ways.

We expect community members to treat our councillors and staff with courtesy and respect, provide honest and reasonable assistance, and refrain from abusive, violent, or offensive behaviour that may pose a threat to health, safety and wellbeing.

Councillors and staff have the right to:

• be treated with courtesy and respect
• provide reasons for decisions and to ensure those decisions are open to transparent and independent review
• feel safe at work, there is a zero tolerance of abusive, violent, or offensive behaviour, or behaviour which because of its frequency poses a threat to their health and/or safety
• expect honesty, cooperation and reasonable assistance from the community.