Customer Service Charter

Our Vision

At Strathfield Council, our vision is to "Work Together For a Better Tomorrow."

We believe that a better tomorrow begins with collective effort. We are committed to working with our community and staff, listening to ideas and taking action to create positive change. Together, we will tackle challenges and drive progress to build a more inclusive and accessible future for everyone.

Our Commitment to You

We are committed to:

• Providing prompt, friendly and professional service to all members of the Community
• Treating everyone with respect and delivering clear, accurate and helpful information
• Being prepared to assist in resolving problems and offer the right advice when needed
• Protecting your privacy and being accountable for our actions
• Continuously improving our services based on your feedback

Our Service Standards

We aim to:

• Strive to answer your call within 30 seconds
• Respond to written inquiries, including emails within 10 working days
• Attend to customers at our Service Centre within 3 minutes
• Provide 24/7 customer support via our website and digital services
• Ensure that all service interactions are accessible, including for individuals with language, hearing or vision challenges

How You Can Help Us

To help us provide the best service possible:

• Treat our staff with respect
• Provide clear and accurate information when making enquiries
• Work with us to resolve your enquiry
• Share your supportive feedback to guide us

Community Engagement

We engage with our community through:

• Council meetings
• 'Meet Your Councillor' sessions
• Local forums and public meetings
• Community events

Feedback and Complaints

We value your feedback and are committed to resolving issues in a timely manner. To provide supportive feedback or even lodge a complaint you can :

• Speak to our staff, send an email or use our online form
• We will acknowledge such matters within 3 working days and aim to resolve them within 10 working days
• Manage these matters in line with our Complaints Management Policy