Our customer charter

As a community member, you have the right to be treated with courtesy and respect, to understand why and how decisions have been made, and to request that a decision be reviewed fairly based on facts and evidence. You also have the right to have your views and concerns heard without fear of reprisal, as long as you express them in a respectful and lawful manner.

Our commitment to you involves:

• ensuring our services and staff are accessible to all our residents, businesses, vendors, and visitors
• making it as easy as possible for you to engage with us
• listening first and then asking the right questions so we can provide the best options for you to have your matter resolved 
• taking responsibility for and responding to your request in a timely and professional manner
• providing regular updates on requests via your preferred communication method
• learning by seeking and using your valuable feedback so we can continuously improve
• striving to do what we say we will do.

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.