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CUSTOMER SERVICE - customer service charter

Our Service Commitment to You

Council’s Customer Charter has been developed to summarise our commitment to you, our customers and is underpinned by the Town’s values which are:

  • Respect
  • Integrity
  • Teamwork
  • Empathy

The charter lets you know what kind of service you can expect from us, and what to do if you feel those expectations have not been met.  You can access the full charter at the end of this document.  To view our Customer Service Standards click here

Customer Service Charter

The Town of East Fremantle is proud of its history of working together with the local community to provide essential services to you, our customer. The needs of the community are at the forefront of everything we do, therefore, it is important to us that we strive to deliver customer service of the highest standard.

This customer service charter outlines the Town’s commitment to provide a resolution for your enquiry within a single interaction, wherever possible. The Town has adopted a target of 80 percent of all enquiries being resolved in the first instance.

The charter provides our officers with clear service principles to uphold and offers you the standards to which you can measure our performance, and what to do if you feel those expectations have not been met.

Customer Service Principles

  • We are committed to resolve your enquiry to the best of our ability.
  • We are committed to continuous development and improvement of our service standards and will actively seek your feedback on our services.
  • All customers, whether internal or external, will receive friendly, informative and efficient service every time.
  • We will endeavour to resolve your issue or enquiry within a single interaction. When this is not possible, we will keep you informed.
  • The Town acknowledges that internal customer service is equally important to external customer service, and by supporting one another we ensure the community is provided the best level of service available.

Working Together - We Can Help Each Other

We recognise that customer service involves two-way communication and we appreciate your assistance by:

  • Contacting us so that we can resolve concerns you may have.
  • Treating our officers in the way you would like to be treated.
  • Providing as much relevant and accurate information as possible for our officers to assist you.
  • Informing the Town promptly of any changes to your personal details.
  • Engaging/participating in community consultations so that we can understand your views.
  • Providing us with feedback so that we can assess our performance and level of service we provide.

We aim to:

  • Welcome you in a professional and respectful manner;
  • Attend to your enquiry promptly, whether in person, in writing or by phone;
  • Listen to you and acknowledge the importance of your enquiry;
  • Provide you with accurate and all relevant information;
  • Treat your personal information as confidential;
  • Respond to your enquiry in clear concise language that is easy to understand;
  • Strive to resolve your enquiry or issue within a single interaction, without unnecessary transfers or referrals.

What you can expect

 Visiting the Town in Person

  • Our Officers will be identifiable with a badge, stating their name and job title
  • If your enquiry requires specialised officer knowledge, you will be referred to an officer that can assist you with your issue
  • If your enquiry requires further investigation we will contact you via your preferred contact method within five (5) business days, unless the matter requires urgent attention.

 When Phoning the Town

  • The Officer will greet you by identifying their first name.
  • If your enquiry needs to be transferred, we will advise you, introduce you and explain your enquiry to the next officer to reduce the need for you to repeat yourself
  • If the officer is not available, we will provide a message to the officer with your details and the nature of the enquiry.
  • If the issue is regarding endangerment to public safety, the matter will be attended to as a matter of priority within 24 hours. If your enquiry requires further investigation we will contact you via your preferred contact method within five (5) business days, unless the matter requires urgent attention.

Writing to Us (Email, Letter and Fax)

These standards apply to the Town’s Official postal address and the central email address. Upon receiving your enquiry, we will acknowledge your correspondence with an automatic response

Payments and requests for standard information will be processed within one (1) business day after it is received

Responses will not be given for payments unless you indicate you would like a receipt

All non-standard enquiries or feedback will be responded to within seven (7) business days for emails or ten (10) business days by letter

If your enquiry requires further research and is unable to be resolved within the specified timeframes, we will advise you within ten (10) business days. You will be provided with the details of the officer responsible for your enquiry and where possible the expected response timeframe.

Feedback

Providing Feedback

We recognise that there are times where you may not be completely satisfied with the level of service we have provided, so we welcome any feedback to improve upon our performance.

You are able to provide feedback by phone, letter, email or in person and are responded to in the same way.

The Town of East Fremantle will attend all feedback in an equitable and unbiased manner.

If we have exceeded your expectations

We value your feedback and appreciate you letting us know what works well so that we can celebrate our customer service achievements and identify improvement opportunities

If we did not meet our customer service standards

Feedback provides the Town with valuable opportunities to improve standards, processes or policies.

If you are not satisfied with the level of service you have received from the Town, we would appreciate you providing us the first opportunity to resolve the issue. For serious issues, the Town requests formal feedback to be submitted in writing.

To assist the Town in investigating your objection, please include all pertinent information, such as:

  • Date, time and location
  • Nature and description of event
  • To whom in the Council you have spoken to
  • Copies of any communication that may be relevant
  • What action you are seeking to resolve the complaint

The Town will respond to written feedback within ten (10) business days. While most complaints are resolved within this timeframe, there are instances where the Town will require more time to investigate a complex issue. In this circumstance, you will be contacted within ten (10) business days and where possible you will be advised of a new completion date.

How you can contact us

 In Person

Town Hall
135 Canning Highway
EAST FREMANTLE  WA  6158

Monday to Friday 8:30am to 4:30pm

Telephone

(08) 9339 9399
Monday to Friday 8:30am to 5:00pm

Fax

(08) 9339 3399

Email

admin@eastfremantle.wa.gov.au

Website

http://www.eastfremantle.wa.gov.au/contact-us.aspx

Post

Chief Executive Officer
Town of East Fremantle
PO Box 1097
FREMANTLE  WA  6959