What you will notice

  • Services will be accessible to people of different backgrounds, abilities and needs.
  • You will better understand how decisions are made and how services are delivered.
  • You will see how your feedback is used to improve services over time.
  • Council will communicate more clearly about performance and outcomes.

What we are doing

  • Design services that consider language, accessibility and digital confidence.
  • Improve how Council communicates decisions and service commitments.
  • Strengthen how complaints and feedback are recorded, analysed and addressed.
  • Use community feedback and engagement to inform service improvements.
  • Provide clearer reporting on service performance and outcomes.

How we will measure it

  • Customer satisfaction with fairness and transparency.
  • Complaint resolution time.
  • Participation in engagement and feedback activities.

What we'll do (by year)

  • Year 1 – Improve transparency and communications

    • Improve how Council communicates service commitments and decisions.
    • Strengthen how complaints and feedback are recorded and addressed.
    • Improve access to information across multiple formats and channels.

  • Year 2 – Strengthen community insight

    • Improve how customer feedback is analysed and shared internally.
    • Enhance engagement with diverse and under‑represented communities.
    • Show how customer feedback is informing service improvements.

  • Year 3 – Build community trust and accountability

    • Report more clearly to the community on service performance.
    • Demonstrate how community feedback has influenced decisions.
    • Continue strengthening inclusive and accessible service design.