Customer Charter and Service Standards

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

We value:-

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

Annual Customer Satisfaction Survey

Each year Council undertakes an Annual Customer Satisfaction Survey to seek feedback to:

• Identify which services matter most to you
• Measure how satisfied you are with Council’s performance
• Highlight key areas for improvement and future priorities

For more detail about the 2024 results, including a list of the questions asked as part of the survey, please refer to the December 2024 Council report which included a link to view the 2024 results.