At Wollondilly Shire Council we are dedicated to delivering a high standard of customer service in every interaction, and our Customer Experience Policy reflects our commitment to providing a positive, consistent, and professional experience for our community.

We understand that our community members have different needs and expectations. We know that our business customers have different needs compared to residential customers, just as our community groups do. We also know our customers are mostly understanding of the needs we have to balance and the complexity of some of the services we provide.

The Policy outlines our Customer Service Standards and Service Commitments, ensuring transparency around the timeframes in which we aim to respond to your requests and the level of service you can expect from us.

Our commitment aligns to five key areas detailed within our Policy: 

Timeliness

Providing timely updates through our delivery channels.

Accuracy

Ensuring our community receives clear, consistent, and useful information whenever they engage with our services.

Accessibility

Making sure our services are easy to use, and accessible in a way that is convenient to all our community.

Responsiveness

Being approachable, friendly and open in our discussions, agile in responding to the needs of the community, and committed to delivering what we say we will do.

Resolution Focused

Helping you receive what you need as quickly as possible, and delivering effective, efficient and valuable services that benefit the community.

We believe in a partnership approach, working together with fairness and respect to uphold these service standards. Your experience matters to us, and we are committed to making every interaction a positive one.

For more details, please click on the links below.