Customer service charter

Message from the CEO

The needs of the Fremantle community are important to us therefore providing quality customer service is vital. This customer service charter is our pledge that we will do our best to service requests within the identified timeframe and that we will resolve your issues to the best of our ability. Our standards provide us with guidance for our customer interaction and can be used to measure our performance. We recognise that there are times where you may not be completely satisfied with our customer service so we welcome any feedback to improve upon our performance.

On behalf of the City of Fremantle, I am proud to present our customer charter to you.

fremantle.wa.gov.au

Introduction

City of Fremantle’s Customer Service Charter states our commitment to provide you with quality service and gives you standards by which to measure our performance. It also provides City of Fremantle staff with clear standards to adhere to.

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Vision

For Fremantle to be recognised as a unique city of cultural and economic significance.

Mission

The City of Fremantle has identified a number of themes and values that articulate a clear vision for a vibrant, creative and innovative, diverse and sustainable Fremantle.

Values

In its efforts to strengthen Fremantle, the council undertakes to uphold the values of good governance, strong leadership, community engagement, inclusiveness and above all to be a proactive organisation.

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Good Governance

Officers abide by the relevant laws, policies and governing principles, respond by the response times, and handle complaints within the complaints management policy.

Strong Leadership

Community Engagement

City of Fremantle Officers’ are ambassadors for our council and management.

We respect your views and opinions and provide opportunities for you to have your say. We take responsibility for our own actions.

Inclusiveness All our customers can expect to receive professional customer service to a high standard. We recognise and respond to the diversity that exists within our community.

Proactive Organisation

We constantly work to improve and enhance our excellent service delivery by welcoming and being open to your feedback.

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Visit us

• Wewillprovideyouwithaprofessional,politeand helpful service.

• Ourofficerswillwearanamebadgeandpresent appropriately.

• Wewilllistenanddiscussyourrequirementsfully, and endeavour to satisfy your request at the time of your visit.

• Whenenquiriesofatechnicalorspecialisednature are made at our Customer Service Centre, the appropriate officer will be called to assist if available, or contact will be made by the end of the next working day to arrange an appointment or to discuss the matter over the phone.

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Phone

• Wewillanswerthephonewithacourteousgreeting using our first names and business unit name.

• Wewillendeavourtoresolvecustomerenquiriesthrough our customer contact centre at the first point of contact or ensure specialist enquires are referred to the correct person.

• Nophonewillgounanswered.Ifthepersonyou are calling is not available, calls will be forwarded to someone who can help, or you will be provided with the option to leave a message on voicemail and your call will be returned by the end of the next working day.

Email or write to us

• Wewillacknowledgethereceiptofallemailsand letters within 10 working days.

• Wewillkeepyouinformed.

• Ifyourenquirybyemailorletterrequiresin-depth research or follow up that will take longer than 10 working days, we acknowledge your request and where possible provide a response date.

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Customer satisfaction & your feedback

The City of Fremantle values the feedback our customers provide. We welcome compliments, suggestions and complaints.

We have a Customer Request Form which will be provided on request or is available online, for any comments you wish to make about any aspect of the City of Fremantle. We can assist you in ensuring this form is directed to the appropriate Officer.

Our feedback form is available for your comments; alternatively you can email or write to us.

Helping us to help you

• Provideuswiththeappropriateinformationand documentation.

• ContacttheCitytomakeanappointmentifyou have a complex enquiry or need to see a specific Officer.

• PhonetheOfficernominatedoncorrespondence sent to you and quote the reference number.

• Participateincommunityconsultationprojectsso that we can understand your views.

• Provideuswithfeedbacktohelpusimproveour service.

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Complaint handling policy

The City of Fremantle understands that you may feel dissatisfied with a service or product that we have provided. Our aim is to resolve complaints in an efficient manner and communicate with you throughout the process.

For details on how to lodge a complaint please contacta Customer Service Officer on 08 9432 9999. Alternatively please send a letter, an email or complete a feedback form. Your complaint will then be referred to the relevant person or Manager.

If you are not satisfied with the way your initial complaint is handled by the City, and it has been escalated through the appropriate channels, you may wish to contact the Ombudsman. The Ombudsman investigates complaints through independent review of Western Australian government agencies. The Ombudsman can be contacted on 08 9220 7555.

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Contact information

City of FremantleTown Hall Centre, 8 William StreetFremantle WA 6160

PostaladdressCity of FremantlePOBox807,FremantleWA6959

T 08 9432 9999F 08 9430 4634TTY 08 9732 9777 (text telephone)E info@fremantle.wa.gov.au

Opening hours8.00am - 5.00pm Mon-Fri

Cashier8.30am - 4.30pm Mon-Fri

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fremantle.wa.gov.au