Customer Service and Public Interaction Policy

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Consultation has concluded

This new policy defines the standards that the community can expect from Council employees, staff and associates of Council; and what Council and the community can expect from our customers to ensure that everyone using Council premises is kept safe.

Reason for the consultation

The City of Burnside has a number of Policies that inform and guide the way that Council Administration conducts the business of Council.

Council acknowledges that it has a duty of care and work health and safety responsibility to our customers, visitors, volunteers and employees.

The Customer Service and Public Interaction Policy was developed to govern

This new policy defines the standards that the community can expect from Council employees, staff and associates of Council; and what Council and the community can expect from our customers to ensure that everyone using Council premises is kept safe.

Reason for the consultation

The City of Burnside has a number of Policies that inform and guide the way that Council Administration conducts the business of Council.

Council acknowledges that it has a duty of care and work health and safety responsibility to our customers, visitors, volunteers and employees.

The Customer Service and Public Interaction Policy was developed to govern Council’s expectations of Employees, Staff and Associates in their conduct and interactions with the community. The Policy also addresses the acceptable behaviours of our customers and visitors to ensure that everyone using Council’s premises are kept safe.

Council seeks your opinion on this new policy.

Why is this important to me?

This policy will protect the rights and privacy of residents; help residents and children feel safer while utilising Council premises; it will define the standards that the community can expect from employees, staff and associates of Council; it defines acceptable customer behaviours; and will ensure that high standards of service are provided to our community at all times.

What happens next?

Have your say on the draft Customer Service and Public Interaction Policy:
  • log onto www.engage.burnside.sa.gov.au to read the policy documents and comment online.
  • collect a copy of the policy from the Customer Service counter at the Civic Centre.
  • email your comments to burnside@burnside.sa.gov.au.
  • mail your comments to Reply Paid 9, Glenside, SA 5065
Please return your comments by 4 March 2016.

The results of this community engagement will then be considered by Council, changes made to the Policy as necessary, and the final Policy document will be endorsed for implementation at a regular Meeting of Council in the coming months.

I need more information

For more information, or to discuss this Policy, contact Council’s Manager Customer Service, Mary McDade on 8366 4200 or email mmcdade@burnside.sa.gov.au.

Consultation has concluded

  • Update

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    The City of Burnside is committed to achieving customer service excellence by striving to deliver services in a professional, coordinated and timely manner. Council will show respect to all Customers, be they ratepayers, residents, visitors, colleagues, volunteers, contractors and/or elected members. Council will endeavour to anticipate and where possible exceed our Customers’ needs and expectations.

    The Customer Service and Public Interaction Policy is a key document and was developed to govern Council’s expectations of Employees, Staff and Associates in their conduct and interactions with the community. The Policy also addresses the acceptable behaviours of our customers and visitors to ensure that everyone using Council’s premises are kept safe. It balances the safety considerations for all parties while focusing on achieving excellence in customer service in a respectful and professional manner.

    The creation of this Policy is an important element of the internal customer service review (‘B’ CustomerWise Program) being undertaken throughout the organisation. The Program has been formulated to ensure actions are designed to be integrated into existing and ongoing work of Council, rather than as a standalone project. The results will be measured by the actions taken, improved customer satisfaction and business efficiencies across all areas of Council.

    The engagement period commenced on 12 February and closed 4 March 2016.

    The feedback has been reviewed and very little change was required to the main policy document.

    Council has adopted the provision of a high level of customer service as one of its strategic objectives. This Policy also relates to the Be the Future of Burnside Strategic Community Plan 2012-2025, “a respected organisation that is resilient, progressive and adaptable with a culture that encourages wellbeing, learning and development.”

    This Policy was adopted 12 April 2016. To view a copy of this Policy, please see the Document Library (above right).