Customer Service Charter

Adelaide Plains Council is committed to delivering a high level of customer service to build and enhance relationships with our community and stakeholders. We are working collaboratively with our community to build a constructive culture within our Region, and are committed to continuous improvements. Council provides an extensive range of services to its residents, ratepayers and visitors and has a range of legal obligations to govern these services. The provision of relevant services to the community is a key component of Council’s operations. Council is keen to develop and forge closer and positive relations with its residents and ratepayers.

Council is committed to providing a consistent and structured approach to customer enquiries, complaints and requests for service, and encourages both internal and external customers to

provide feedback with the service they have received, allowing Council the opportunity to collate data and review and improve

its customer service standards. This will ensure Council meets customer expectations and delivers an appropriate level of service. Our Vision A Progressive, growing community enjoying a quality lifestyle in a sustainable, rural and coastal environment. Our Mission Provide a safe, healthy and sustainable environment for our growing community, business and visitors, by providing quality service, infrastructure and facilities. Our Core Values

Our Commitment We will:

Aim to answer incoming phone calls within four (4) rings Answer phone calls by stating Council name and

employee name Return calls on the same day or within two (2) business

days Acknowledge customers promptly and politely when

entering our offices Endeavour to respond to written correspondence within

four (4) business days Treat all customers with respect, honesty and integrity,

maintaining professionalism Respect and encourage cultural diversity and discourage

all types of discrimination Listen carefully to customers, identify customer needs,

and seek clarity if required Provide customers with relevant reference numbers

whenever possible Work closely with customers to resolve complaints,

enquiries and requests as soon as practicable Do our best to keep customers up to date with the

progress of their enquiry How You Can Help

Treat staff with respect, honesty and integrity Work with us to solve problems where possible

Keep your details up to date and advise us of any changes Provide us with sufficient, accurate and timely

information required to respond to your requests Give us sufficient time to respond to your requests,

especially when they are complex in nature Be understanding and patient in relation to staff training

and development Respect our local community, residents and

infrastructure Customer Feedback Quality customer service is a commitment of all Council staff and we welcome feedback from our customers to ensure we consistently meet your needs. Feedback can be submitted online via our website, or in writing to our postal address listed below. Council Contact Details Mail: PO Box 18 Mallala SA 5502 Phone: (08) 8527 0200 Email: info@apc.sa.gov.au Website: www.apc.sa.gov.au Principal Office 2a Wasleys Rd, Mallala SA 5502 Two Wells Service Centre 69 Old Port Wakefield Rd, Two Wells SA 5501