Update

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).