Customer Charter and Service Standards

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

We value:-

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