Our purpose at City of Tea Tree Gully is to make a positive difference in people’s lives. To achieve this, we aim to deliver a courteous and efficient customer experience for services, requests and enquiries.

Our Customer Experience Charter sets out our commitment to the experience that you can expect from our services, processes, facilities and people.

When you need us

• We will endeavour to give options to contact us in the way that is right for you
• We will provide accessible, consistent and easy to understand information
• Our systems and people will respond to your enquiries in an efficient and considerate manner
• All Council teams are empowered as customer experience ambassadors
• When you have logged a service request, we will give you a reference number in case you need to check in again
• We make it as easy as possible to access our services.

Our commitment to you

• We offer safe and efficient digital services so you can self-manage transactional processes 24/7
• We will have a team member available to assist you in person if you need us
• We will manage your personal information safely and securely in line with relevant policies and acts
• We continue to upskill our team members to assist you better
• We work with you to solve your enquiry and refer you to other relevant services or agencies where appropriate
• All requests and reports are submitted into a single portal, managed according to relevant service level agreements, statutory responsibilities, regular work programs, and principles of consistency and fairness in serving the community.

Our service delivery aims to

• Manage your request at the first point of contact, but if further investigation is required, we will keep you informed of progress
• Provide welcoming facilities and assets that are clean, tidy and in good working order
• Improve accessible provision of Council services to our community
• Answer our central contact centre incoming correspondence within a reasonable and efficient time frame and give you a call back option.

Help us help you

• Use our online customer portal and engage with our digital channels to encourage efficient information sharing
• Let us know if you have difficulty accessing our channels and advise us how you need us to assist or engage with you
• Help us to take care of Council facilities and assets and let us know if something is not right
• Provide feedback and engage with us to make decisions and design services that work for you
• Treat our people with respect and work with us to solve problems, understanding that we need to provide a safe environment for everyone
• Respect the needs of other members of the community.