Our Commitment to the community
our commitment to the community
Council are committed to delivering a high standard of customer service in every interaction. Our Customer Experience Policy reflects our focus on delivering simple, clear processes, developing respectful relationships, and taking a proactive approach that supports positive, consistent, and professional experiences for our community.
We recognise that our community is diverse and that different customers have different needs and expectations. Business customers, residents, and community groups each engage with Council in unique ways. We strive to understand these differences, communicate clearly, and work respectfully with our customers, while balancing competing priorities and the complexity of the services we deliver. This Policy outlines our Customer Service Standards and Service Commitments, providing transparency about how we will engage with you and the level of service you can expect.
OUR COMMITMENT
Our commitment aligns to five key areas detailed within our Policy.
Timeliness
Providing timely updates through our delivery channels.
Accuracy
Ensuring our community receives clear, consistent, and useful information whenever they engage with our services
Accessibility
Making sure our services are easy to use, and accessible in a way that is convenient to all our community.
Responsiveness
Being approachable, friendly and open in our discussions, agile in responding to the needs of the community, and committed to delivering what we say we will do.
Resolution Focused
Helping you receive what you need as quickly as possible, and delivering effective, efficient and valuable services that benefit the community.
OUR APPROACH
We believe in working in partnership, with fairness and respect at the centre of everything we do.
We understand that customers expect an informed, consistent and proactive service response across all interactions and communication channels, and for information and tools to deliver better experiences. Your experience matters, so we are committed to making that positive and memorable.
Wollondilly Shire Council acknowledges the Dharawal and Gundungurra peoples as the Traditional Custodians of the land, honouring their enduring cultural and spiritual connection to Country and recognising their ongoing contribution to the Shire.
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