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Customer Service - Customer Service Standards

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 *INSERT VALUES HERE*

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 Charter click here

Customer Service Standards

Any hazardous or dangerous situations with be attended to immediately.

Telephone

Customer request

Service Level

Answering incoming telephone call

Answer 80% of calls within 3 rings

Email

Customer request

Service Level

Acknowledge your email

Within 1 business day

Applications

Statutory Requirements

Written

Customer request

Service Level

Acknowledge your letter

Within 5 business days

Applications

Statutory Requirements

 Planning Services

Customer request

Service Level

Property Enquiry

Within 2 business days

Planning Application

Statutory Requirements

Application Update

Within 1 business day

Planning Enquiry

5 business days

 Building Services

Customer request

Service Level

Building Application

Statutory Requirements

Archive Search

10 business days

Building Enquiry

5 business days

Application Update

Within 1 business day

Waste services

Customer request

Service Level

Bin Repair

2 business day

Missed Bin

1 business day

Residential Rubbish collection 

Weekly

Bulk waste verge collection

1 time per year

Verge Green Waste collection

3 times per year

Illegal dumping on verge

 Investigated within 1 business day

 Road / Footpaths

Customer request

Service Level

General Maintenance & Repairs

Investigated within 2 business days

Street Sweeping

 Monthly

 Parks and Gardens

Customer Request

Service Level

Street Tree Pruning

Investigated 2 business days

Street Tree Request

Yearly, planting season June/July

Verge Mowing

4 times per year

Parks Mowing

Fortnightly

Sporting Reserve Mowing

Seasonal, usually weekly

Playground Maintenance / Repairs

Investigated in 2 business days

 Graffiti Reporting

Customer request

Service Level;

Offensive Graffiti

Within 2 business days

Non-offensive Private Property

Property Owner Responsibility

Non-offensive high profile areas, public property

7 days

Non-offensive medium to low profile areas, public property

2 weeks

 Ranger Services

Customer request

Service Level;

Customer reports a vehicle dangerously parked

Attend ASAP, within 2 business days

Customer reports a vehicle illegally parked

Attend ASAP, within 2 business days

Wandering Animal

Attend ASAP, within 2 business days

Lost Dog / Cat

Within 2 business days

 HACC Services

Customer request

Service Level;

Requests for home help

 2 business days

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.

How You Can Contact Us

In Person

Town Hall Administration Office
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

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