Customer Service Charter

Our commitment is to provide a wide range of services to our community and a high standard of Customer Service. This charter is one of Councils commitments to achieving this.

We are here to help and we will:

• Provide polite, friendly service and will treat our customers with respect, courtesy, and empathy
• Respect and protect our customer’s privacy and confidentiality
• Conduct ourselves professionally
• Provide our customers with accurate consistent, and easy to understand information whilst referring enquiries of a more technical or specialist nature to an appropriate staff member
• Value customer feedback and use it as an opportunity to continuously improve our procedures and service standards.

We will respond to you in a timely manner by:

• Being prepared and punctual when we meet with you
• Having staff available to assist you during normal working hours
• Returning telephone calls and acknowledging correspondence in a prompt manner
• Recording your communication to facilitate further reference to your enquiry or request
• Keeping you informed

We will assist you with understanding expected timeframes when receiving your Request for Service and we will be consistent, fair, and openly transparent when dealing with Customer feedback.

Customer request/feedback is available from Council’s reception areas or online at www.mountgambier.sa.gov.au/services/feedback

We have a suite of policies that have been designed to assist you, please visit Council website at www.mountgambier.sa.gov.au/council/governance/council-policies

What do we ask of you in return?

• Identifying yourself and your request clearly
• Providing information that is accurate and complete
• Advising us of any changes to the information that you provide
• Treating our staff, volunteers and other customers with mutual respect

Getting it Right

We value your feedback and aim to act on issues as they arise, this includes things we do well and things we can improve on.

We want to know if you have a concern about something, this allows us to deal with it quickly and reduces the chance of the problem happening again.

While most problems can be resolved quickly, there are times when a detailed investigation is required. If this takes some time we will keep you informed of the progress of your concern.

How to get in touch

Civic Centre
10 Watson Terrace
Mount Gambier
South Australia, 5290

Office hours (South Australian time)

Monday to Friday 9:00am - 5:00pm
Telephone 08 8721 2555
Email city@mountgambier.sa.gov.au