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Customer Charter

 

At Lane Cove Council we are “Committed people providing quality service”

 

We value:

 

Quality
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We are committed to excellence through meeting or exceeding our customer’s expectations
Service
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We will impress our customer by knowing their needs
Trust
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We will be worthy of the trust of our customer by being consistently credible in all we do
Teamwork
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We are committed to maintaining the highest ethical standards in dealings with our customers and each other
Consultation
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We are committed to share information, listen to and consult with our customers


Customer Service Standards

 

We will:

 

  • Treat you politely and with respect.
  • Listen carefully to what you say.
  • Be helpful and sensitive to your needs.
  • Answer your phone calls within five rings.
  • Acknowledge your letters within two working days.
  • Acknowledge your emails immediately.
  • Respond to correspondence within 14 days or send an interim reply.
  • Issue property conveyancing related certificates within 5 days.
  • Ensure our facilities are clean and maintained in a safe manner.
  • Complete your service requests within fourteen working days.
  • Provide appointments after hours as required.
  • Provide after hours service for emergencies.