Council committed to Customer Service

Council committed to Customer Service

Published on 01 March 2019

Baw Baw Shire Council’s commitment to Customer Service was further demonstrated with the endorsement of its new Customer Service Charter at Wednesday night’s Council meeting.

The Customer Service Charter provides clear service standards to customers.

Council’s Customer Service Standards include:

Answering all phone calls within 30 seconds. Responding to all telephone messages within two business days. Responding to online or social media enquiries within three business days. Responding to mail or email enquiries within 20 business days. Providing access to interpreters by arrangement and translate Council material, as appropriate, in alternative formats. Registering and inspecting all reports of an emergency and non-emergency nature. Inspecting all reports of non-emergency issues such as road or tree issues within 10 business days. Managing all feedback and complaints promptly via our robust feedback process.

Baw Baw’s last Customer Service Charter was developed in 2007.

Significant developments in technology and changes to the way customers engage with Council made a renewed Customer Service Charter a high priority for Council.

Quotes attributable to Mayor Cr Mikaela Power

“Providing excellent Customer Service is a key priority of this Council. The new charter recognises changes in technology and customer expectations and ensures we are accountable to our customers, the ratepayers of Baw Baw Shire.  

“In the past year, Council has more than halved its average response time to written correspondence. We have made great gains in Customer Service but we acknowledge there is still work to be done.”  

Quotes attributable to Deputy Mayor Cr Danny Goss

“Our ratepayers expect, without exception, very good Customer Service. Our job is to serve ratepayers and that’s why it is very pleasing to have this strategy document adopted. It is important that our customers are treated with respect and dignity.” 

Quotes attributable to West Ward Cr Jessica O’Donnell

“Customer Service has been a priority of this Council group since day one and this charter is extremely important. We are public servants and this is what we are here to do – provide the best possible Customer Service to our ratepayers.

“The Live Chat target was to respond within three days and I think the current response time is within 55 seconds during business hours. It is great news that this target has been well and truly exceeded.”