Customer Service Charter

The Customer Service Charter outlines the level of service you can expect from Council as well as information on how you can provide feedback in relation to the services that Council delivers.

To coincide with the adoption of the Customer Service Charter a Customer Resolution Management (CRM) software package was installed to assist Council in better managing our Customers’ requests from start to finish. When you provide your email address to Customer Care you will receive an email with a reference number relating to your request.

To check the progress of your request, simply phone Customer Care and quote your reference number and the staff will be able to provide you with an update.

To help Council meet the customer service standards outlined in the Customer Service Charter it is important that you contact Customer Care in the first instance for all general inquiries. Customer Care can help you with:

  • Account payments and invoice inquiries
  • General inquiries relating to any of the Council's services
  • Locating information and forms
  • Loading a customer request to a department on your behalf and, providing you with a reference number.

If Customer Care is unable to assist, they will direct you to the correct department within Council, or load a customer request for you.

The Customer Care office is located inside the Bicentennial Complex, 39 Taylors Road, Burnt Pine.

The office is open between the hours of 9:00am - 4:00pm, Monday to Friday.

To talk to with Customer Care phone local free call 0100 or +672 3 22001 or, email

Read the customer service charter