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:
- 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. View our Customer Service Charter
Customer Service Standards
Any hazardous or dangerous situations will be attended to immediately.
Telephone
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Customer request
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Service Level
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Answering incoming telephone call
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Answer 80% of calls with first call resolution
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Email
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Customer request
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Service Level
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Acknowledge your email
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Within one business day
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Applications
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Statutory Requirements
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Written
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Customer request
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Service Level
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Acknowledge your letter
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Within five business days
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Applications
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Statutory Requirements
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Planning Services
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Customer request
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Service Level
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Property Enquiry
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Within two business days
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Planning Application
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Statutory Requirements
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Application Update
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Within one business day
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Planning Enquiry
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Five business days
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Building Services
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Customer request
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Service Level
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Building Application
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Statutory Requirements
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Archive Search
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10 business days
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Building Enquiry
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Five business days
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Application Update
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Within one business day
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Waste services
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Customer request
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Service Level
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Bin Repair
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Two business day
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Missed Bin
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One business day
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Residential Rubbish collection
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Weekly
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Bulk waste verge collection
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One time per year
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Verge Green Waste collection
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Three times per year
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Illegal dumping on verge
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Investigated within one business day
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Road / Footpaths
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Customer request
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Service Level
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| General Maintenance & Repairs |
Investigated within two business days
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Street Sweeping
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Monthly
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Parks and Gardens
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Customer Request
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Service Level
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Street Tree Pruning
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Investigated two business days
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Street Tree Request
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Yearly, planting season June/July
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Verge Mowing
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Four times per year
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Parks Mowing
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Fortnightly
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Sporting Reserve Mowing
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Seasonal, usually weekly
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Playground Maintenance / Repairs
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Investigated in two business days
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Graffiti Reporting
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Customer request
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Service Level;
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Offensive Graffiti
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Within two business days
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Non-offensive Private Property
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Property Owner Responsibility
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Non-offensive high profile areas, public property
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Seven days
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Non-offensive medium to low profile areas, public property
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Two weeks
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Ranger Services
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Customer request
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Service Level;
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Customer reports a vehicle dangerously parked
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Attend ASAP, within two business days
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Customer reports a vehicle illegally parked
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Attend ASAP, within two business days
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Wandering Animal
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Attend ASAP, within two business days
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Lost Dog / Cat
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Within two business days
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HACC Services
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Customer request
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Service Level;
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Requests for home help
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Two business days
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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 5pm
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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