Customer Services Charter
Introduction
Waitakere City Council's Customer Services Charter will
enhance the experience of customers in their interactions
with the Council, by providing a set of guidelines and
information in relation to requests for service and
information, compliance monitoring, compliments and
complaints.
The Charter includes:
- a strategic context for public service excellence
and the broad domains of public service provided by the Council;
- an overview and key goals for the delivery of
quality customer service;
- a statement of commitment from the Council to any
person or organisation interacting with the Council;
- a schedule of activities for which services are
provided by the Council and the standards applicable to key and commonly used services;
- Council facility standards;
- contact channel options and standards relating to
these; and
- processes for submitting:
- requests for service and/or information
- compliments
- suggestions
- complaints
Compliments / Complaints Process
What is a complaint?
A complaint is an expression of dissatisfaction, however
made, about the standard of service, actions or lack of
action by the Council or it's staff affecting an individual
customer or group of customers. A complaint is not an
initial request for service or information, a request for a
new service provision or a request for information relating
to the Council's policies/practices.
To request a service e.g. advise of a broken water
main or fallen tree on a road please
contact us.
Compliments / Complaints / Suggestion
Feedback Form
If you wish to make a compliment, complaint or suggestion
you can submit your feedback using the following two
options:
What happens once a complaint, compliment or suggestion
has been submitted?
Compliments: All compliments / suggestions
will be registered and sent to the appropriate managers who
will ensure that the relevant employees / contractors are
recognised and acknowledged. Compliments will also be
publicised within Council's internal communications system.
Complaints: All complaints will be registered and
tracked in a central system. Your complaint will be:
- dealt with promptly
- handled fairly and politely
- investigated thoroughly
You will be informed of the outcome.
 For more
detailed information on this process see the brochure
below:
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Customer Services Charter
Documents
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