Customer Experience Charter

Our Customer Experience Promise

At Burwood Council our customers are at the heart of everything we do - We listen, we understand and we deliver a great customer experience every day.

Our commitment to you:

• We deliver exceptional service and memorable experiences
• We make sure we get it right the first time by obtaining accurate information from you
• We offer you a reference number so that you can easily track the progress of your application or enquiry
• We welcome your feedback and suggestions so we can continuously improve our service

We offer easy to access services, including:

• A 24-hour call centre service
• A centrally located Customer Service Centre with access to self-service kiosks and hearing loop
• Online real time communication with a Council Customer Service Officer using Webchat
• Up to date information via the Council website and social media channels
• Lodgement and viewing of Development Applications via the NSW Planning Portal
• Online application forms and payment options
• Free access to the Translating and Interpreting Service (TIS)
• A Justice of the Peace (JP) service
• An online venue, park and event booking service
• Customer feedback devices in Council venues and via staff email signatures.
• Electronic Parking Permits

Service Standards

When you phone us, we will:

• Answer your call with an average wait time of less than 40 seconds
• Resolve 80% of calls at the first point of contact
• Identify ourselves when talking to you
• Offer to arrange a return phone call if the appropriate staff member is unavailable
• Return your call within one business day after leaving a message
• Not transfer your call more than once

When you visit in person, we will:

• Acknowledge and attend to you within 3 minutes of your arrival at the Customer Service Centre
• Actively listen to understand your needs and concerns
• Provide you with answers or make arrangements for the enquiry to be addressed
• Accept responsibility for the timely processing of your matter

When writing to you, we will:

• Write clearly in plain English
• Provide details for the Translating and Interpreter Service
• Explain decisions or Council’s position on the identified issue
• Acknowledge receipt of your correspondence within 1 business day
• Respond to you or provide you with a status update for more complex matters within 10 business days

You, as our customer, can help us by:

• Providing complete and accurate information at the time of initial contact
• Treating our staff with courtesy and respect
• Providing a reference number on any relevant correspondence

Compliments

Compliments are valuable as they give us an opportunity to identify services and areas of best practice by Council Officers. Compliments will be reported to the relevant Manager and the Executive Team on a monthly basis to ensure Council Officers providing exceptional service are recognised and acknowledged. The best way to give feedback is to email us at council@burwood.nsw.gov.au or submit a compliment.

Complaints

We are committed to providing you with great customer service. Every customer is important to us so we want to get things right the first time. If you find that the level or quality of service you experience is unsatisfactory, we want to know about it. The best way to give that feedback is to email us at council@burwood.nsw.gov.au or submit a complaint.