A cohesive yet diversified municipality, which is well managed and forward looking in its desire to attain economic and physical sustainability. Such an outcome is to be based on a thorough appreciation of the quality of life afforded by its unique environment.
The Council will ensure that its resources are protected from further erosion and are utilised effectively to meet community needs while maintaining and improving core services.
The Council will assist the community through the provision of information, communication and facilitation of activities.
The Break O'Day Council is committed to providing responsive and consistent services to all members of the community.
We have developed this Customer Service Charter to document our commitment and to help us meet the differing needs of our wide range of customers including citizens, visitors, community groups, Councillors and Council employees.
We will
1. Answering the Telephone
We aim to answer calls promptly and transfer your call to the relevant officer. If that person is unavailable, you will be given the opportunity to leave a message or have that person call you.
All staff answering the main switchboard will state the Council's name and their name.
If the service you are seeking is not provided by Council we will endeavour to direct you to the correct service provider.
2. In Person
We will ensure that the reception counter is staffed during business hours and, if possible, that staff are available to answer enquiries in departmental areas. We can ensure staff will be available if you assist us by making an appointment in advance.
3. Written contact with Council
All written correspondence to Council should be marked to the attention of the General Manager.
We will respond to your written correspondence within seven days. If your request is more complex and requires greater attention, we will contact you and explain the reason for any delay and, where possible, tell you when a response will be available. If prolonged investigations are needed, we will keep you informed on the progress.
All reply correspondence will have a name and contact phone number for your reference.
4. Visits by Council Staff
Any Council staff visiting your home, business or property, will have an official identity card. If you have any doubt about the authority of a particular officer, you should contact the Council Offices for confirmation.
If you require a member of staff to visit your home, business or property, please contact the Council Offices to arrange a time and place.
1. Community Feedback
We want to know how you perceive our service. We aim to make it easy to express your comments on how to improve the service we provide, or any concerns you have. When a particular service we provide is working well, and you are satisfied with it, we would like to know so we can share this good practice for the benefit of others.
You can let us have your views in many ways, you can write to us, visit our offices, telephone, fax or email us.
2. Complaints Procedure
Our aim is to provide you with the best possible service, however, we recognise that from time to time things do go wrong, or there are aspects of Council's services that you are unhappy with. When problems arise, we would like you to bring it to our attention so we can deal with your complaint quickly and courteously.
If you have a complaint you would like action taken on, you can put it in writing and address your letter to the General Manager. You can also directly visit or call the Council Offices and lodge your complaint.
Your complaint or request for services will be forwarded to an appropriate officer for action. Please ensure you leave contact details when making a complaint, so Council can follow up if necessary. If you would like to follow up on a registered complaint, please contact the Council Offices, and you will then be transferred to the correct department.
If the action taken is not to your satisfaction, you can ask for a review of the complaint by contacting our Council Offices or by writing a letter addressed to the General Manager.
If, after contacting the Council Offices, you are still not satisfied, you have the right to approach any of the elected members, either in writing or in person. They may then take the matter up on your behalf.
There are some things you can do that will assist us in better handling your enquiry or request;
