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Customer Service Charter

Last updated: 29/10/2015 8:04 PM
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The Department of Local Government and Communities aims to achieve the best possible outcomes for Western Australian communities by working with our partners to build strong relationships, and demonstrate our role by “Making a Difference for Local Communities.

All employees, volunteers and contractors are expected to adhere to this charter, and deliver a high level of service to clients, partners and colleagues.

The Department of Local Government and Communities aims to achieve the best possible outcomes for Western Australian communities by working with our partners to build strong relationships, and demonstrate our role by “Making a Difference for Local Communities

All employees, volunteers and contractors are expected to adhere to this charter, and deliver a high level of service to clients, partners and colleagues.

Customer Service Standards

We endeavour to:

  • listen carefully to what you have to say
  • treat you with courtesy and respect
  • follow through on commitments we make
  • provide clear and concise information and advice
  • seek to resolve requests in the first instance
  • value and encourage your feedback
  • take complaints seriously and provide a resolution or response within established timeframes
  • provide you with the name and contact details of the officer dealing with your issue.

Note

Complaints made to this agency about local governments and Early Childhood Education and Care are handled through a separate process.

Our Service commitment to you

We aim to:

  • answer telephone calls promptly or give you an opportunity to leave a voice message
  • respond by the end of the next working day if you request a call back
  • respond to verbal queries within three working days
  • respond to written queries within fifteen working days
  • acknowledge any complaints within five working days
  • update you on the progress of your query or complaint if a delay is likely.

How you can help us

To help us to help you:

  • Contact us as soon as possible about your concerns using our published contact options
  • treat our staff with respect and courtesy
  • provide us with accurate information so we can respond appropriately to your inquiry
  • provide current contact details and advise us if they change
  • provide us with feedback so we can deliver better services and programs.

Unacceptable behaviours

As we treat you with courtesy and respect we will not accept:

  • any act of written or verbal abuse, including those of a discriminatory nature
  • threatening behaviour or intimidation
  • serious or persistent harassment
  • behaviour that causes anyone to feel upset, threatened, frightened or physically at risk.

Customer service standards for complaints

When we receive your complaint we will:

  • listen to your concerns and treat your complaints with the utmost confidentiality
  • treat you with courtesy and respect
  • provide an interpreter if you need one
  • acknowledge that we have received your complaint
  • examine your complaint impartially
  • inform you and the relevant staff of what we found
  • tell you about any action we have taken
  • use your complaint to help improve our products or services.

Our complaint resolution process

The department is committed to responding to all complaints and feedback and will undertake to resolve all complaints in an unbiased, fair and timely manner.

For further information on the department’s complaint process please refer to our Complaints Management Policy and Complaints Management Flow Chart.