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Council adopts new customer service policy

Two planners behind the counter talk with two residents about planning matters.

Council has adopted a new customer service policy at the recent Ordinary Meeting of Council.

Wednesday 18 December 2019

Mount Alexander Shire Council has adopted a new customer service policy to guide service standards across the organisation.

The new policy came about as part of an update to the organisation’s Customer Service Charter as part of a council plan commitment to continuously improve service standards.

“Customer service is at the heart of everything we do and we are committed to providing a high level service right across the organisation,” said Lisa Knight, Director, Corporate and Community Services, Mount Alexander Shire Council.

“The new policy outlines our commitment to customers, their rights, the standards they can expect when dealing with us and how they can provide feedback.”

“We operate under the philosophy that all staff at Council are engaged in customer service, whether it be through direct communication with customers or indirectly through the provision of support in day-to-day operations.

“We also place an emphasis on learning from our customers and improving how queries are handled,” she said.

The Customer Service Charter, first established back in 2013, has been revised and is now a much simpler and easy to read document for the community. The policy and charter sit alongside council’s complaints policy, adopted earlier this year.

It will soon be available on Council’s website and from Customer Service at the Civic Centre.


Image: Harry and Carolyn from the Planning Team with local residents.

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