Over the past two years, our community has helped shape the Putting Customers First Strategy review. What you told us has come through:

• Our 2025 Annual Community Satisfaction Survey with 800 residents participating
• 317 responses to Phase 1 community engagement in August-September 2025
• Over 1,500 responses to short surveys sent after service requests were closed.

Our new four‑year Putting Customers First Strategy 2026-2029 (the Strategy), sets out how Council can work smarter, respond in a reasonable timeframe and deliver services that are easier to access, more reliable and better suited to our diverse community both now and into the future.

But before it’s finalised, we want to know: did we get it right?

You’re invited to learn more about the Strategy and share your thoughts by midnight Tuesday 19 May 2026.

The customer journey map outlines the typical steps a person takes when interacting with Council. This journey map helps us understand what works well and what needs to improve, and it shows when clear information and coordination matter most.

Our promise

We are here to help. We will make it easy to deal with Council. You will feel informed, supported and confident when you deal with us.

How we’ll work

These three principles guide how we deliver services and put our Customer Experience Vision into practice.

1. Clear and Transparent

We use plain language. We explain what will happen next and when. If something changes, we will let you know.

2. Consistent and Reliable

You receive the same quality of service, no matter how you contact us or which team is involved. We set clear standards, follow through on what we say, and work together so your request is handled consistently from start to finish.

3. Respectful

We treat you with professionalism, empathy and fairness. We expect respectful behaviour in return. We create a safe and inclusive environment for both customers and staff.

This Customer Charter explains what you can expect when you contact Council and what helps create a positive experience for everyone.

What you can expect from us

Clear communication

We will:

• share accurate, helpful information
• explain what will happen next and when you can expect an update
• let you know if there is a change or delay
• make information and services easy to access.

Consistent and reliable service

We will:

• respond to questions and requests promptly
• treat every question and request seriously and fairly
• work across teams to resolve requests as efficiently as possible
• follow through on the commitments we make.

Respectful interactions

We will:

• greet you politely and introduce ourselves
• treat you with respect, fairness and professionalism
• listen and consider your concerns
• provide a safe and supportive environment for staff and customers.

When we will respond

There are a few different ways to contact Council to ask a question, make a request or share feedback.

Our service standards explain when you can usually expect to hear back from us. This may not be the closure of the enquiry, but it will be an update on your question or request.