The Customer Service Charter pledges efficient, friendly service to meet community needs. It also sets service standards, invites your input for improvement, and welcomes feedback on customer experiences.
Our commitments to you
During all interactions with you, we will:
- Show respect, empathy, and professionalism.
- Keep communication simple and effective.
- Provide you with accurate, timely and consistent information.
- Take ownership of your enquiry, be solutions focused and keep you informed of its progress.
- Identify ourselves by our first name and provide reference numbers related to your interaction, where applicable.
- Connecting, consulting, and engaging with the community in decision making and planning activities where relevant.
We are also committed to:
- Taking measures to protect the privacy and confidentiality of personal information and data.
- Connecting, consulting, and engaging with the community in decision making and planning activities.
- Making information, resources, and services accessible and inclusive.
- continuously measuring and improving the quality of services by using customer surveys, feedback, and performance data.
- Recognising and celebrating excellence in customer service delivery.
Service standards you can expect from us
We will attend to you promptly and endeavour to resolve your enquiry or request at the time of your visit, otherwise we will refer you to the relevant service area who will assist you.
Phone calls will be answered promptly, and if requested, a call back will be made by the end of the next business day. All attempts will be made to resolve your enquiry at first point of contact by the most appropriate service area and not transfer your call more than once.
Email, writing or web enquiry: Requests for standard information, such as general enquiries or fact sheets, will be sent within two business days of receipt by the appropriate service unit. All other requests will be responded to, or resolved, within seven business days. Where further investigation is required, you will be informed of this and, where possible, provided an estimate of when you will receive an outcome to your enquiry.
Our corporate website joondalup.wa.gov.au will be maintained daily and consist of relevant, up-to-date information and self-service options for residents, ratepayers, visitors and businesses.
We use social media to provide accurate and timely information to our community. While we encourage enquiries and feedback to be directed through our designated customer contact channels mentioned above, we will try to respond to comments on social media posts when deemed necessary, or appropriate.
How you can help us
Customer service is people helping people. You can help us to help you by:
- Providing timely and accurate information to assist with your enquiry
- Showing care towards amenity and infrastructure and reporting issues which will maintain the high standard of liveability in our community
- Providing up to date contact details
- Contacting us if you need to speak with someone with specific knowledge or expertise so that we can respond effectively or arrange a meeting
- Treating our employees with courtesy and respect. While we respect the rights of our customers to express their views, we will not tolerate disrespectful, aggressive or unreasonable behaviour.
- Providing feedback on your experience and offering suggestions where improvements in service delivery can be made.
Respecting your privacy
We are committed to protecting your personal information. We may collect and use personal information for the effective provision of services. Employees, Elected Members, contractors and suppliers to the City are required to adhere to relevant legislation, policies and protocols concerning privacy at all times.