Draft Customer Experience Policy
Closes: Feb 13, 2025, 5:00 PM
Now on Public Exhibition
Wollondilly Shire Council is committed to providing a positive customer experience through all touchpoints of our programs and services.
Our draft Customer Experience Policy outlines our commitment to delivering a professional, engaging and consistent service that meets customer expectations and aligns with Council’s values and goals. We are now inviting feedback on our draft Customer Experience Policy.
The new Policy will replace the existing Customer Service Charter Policy, last adopted in April 2020, incorporating the Customer Charter Core Values and providing an updated description of Council’s service standards and commitments to its customers.
The updated Policy provides a more descriptive outline of our commitment to deliver a high level of customer experience at every touch point, whilst employing an honest, respectful and fair approach when communicating with each other.
Council has five key commitments when it comes to our customers – timeliness, accuracy, accessibility, responsiveness and a focus on resolution. This document describes how we will deliver those commitments to our community.
It includes a commitment to service level targets for key community interactions that we can hold ourselves accountable to and can measure going forward, links to behavioural standards as defined in our corporate values, and a proactive and preventative approach to managing unacceptable behaviour.
If the draft Customer Experience Policy is adopted, the current adopted April 2020 Customer Service Charter Policy and April 2020 Customer Core Values document would be repealed.
View Documents
- Online at Your Say Wollondilly
- Council’s Customer Service Centre at 62-64 Menangle Street, Picton
- Wollondilly Library in Picton at 42 Menangle Street, Picton
- Dilly Wanderer outreach service - see calendar
Provide Feedback
- Online at Your Say Wollondilly
- By email to council@wollondilly.nsw.gov.au quoting reference CM 15692
- By post addressed to the Chief Executive Officer, Wollondilly Shire Council, PO Box 21, Picton NSW 2571
- In person hand delivered to Council’s offices at 62-64 Menangle Street, Picton.
Submissions Close
Share your feedback until 5:00pm on Thursday 13 February 2025.
More Information
Further enquiries can be made to Rachel Johnston, Council's Customer Experience Coordinator on 4677 1100 or council@wollondilly.nsw.gov.au
Privacy
Council may be required to release your written comments or submissions to an applicant under the Government Information (Public Access) Act, 2009 or Local Government Act 1993.
