Customer Service Charter

To contact our Customer Care team, call Council on (03) 6397 7303

Customer Service Charter

This Customer Service Charter tells you about the service you can expect from Council, the tasks we undertake on your behalf and what you can do if dissatisfied with Council decisions or actions.

Our Commitment To You

Council aims to provide innovative, efficient, equitable and quality service for all the community and respect for each and every customer. 

We will deal with our customers in an open, honest and courteous manner and respect their privacy at all times.

Our decision-making processes will be fair and accountable and will always take account of the economic, environmental and social sustainability of any proposed action.

Improving Our Service

Council will continually improve its customer service by:

  • undertaking regular customer satisfaction surveys
  • listening to customer suggestions on how we can improve our services
  • providing employee training
  • adopting appropriate new technology

What You Can Do To Assist Us

To ensure fast, efficient, quality service we request that our customers:

  • promptly report any concerns they have to Council
  • provide us with accurate information
  • respond to our requests for further information as soon as possible
  • treat Council Officers with respect
  • make appointments to see Council officers
  • respect the privacy, safety and needs of other members of the community.

Council Services

To ensure a healthy and vibrant community, council manages our:

  • domestic waste, roads, bridges, and stormwater
  • public halls, swimming pools, sporting facilities, and our parks.

Council contributes to a safe environment by ensuring agreed standards are met in:

  • engineering
  • planning & building
  • environmental health
  • fire hazard abatements
  • animal control.

To ensure a sustainable and equitable future, Council facilitates:

  • economic & tourism development
  • social & community services
  • environment management.

Encouraging Community Involvement

Council will ensure the involvement and input of the community in its decision-making processes through ongoing consultation and accessibility.
Council will also encourage community participation in Council question time, and will undertake to respond to all customer enquiries within 20 days.
Customers are encouraged to voice their complaints and Council will work toward increasing customer satisfaction and continuously improve our services by responding to customer complaints as efficiently and effectively as possible.

Complaints

If you are dissatisfied with a decision, level or quality of service, or behaviour of an employee or agent, you are entitled to make a complaint to the Council. 

You may lodge your complaint by telephone or at the counter and may be responded to by phoning or by meeting with the Manager of the relevant Department to discuss the complaint.

If the complaint relates to a complex matter or you are not satisfied discussing the matter with the relevant Manager a complaint should be made in writing setting out the complaint as simply as possible, but with enough details to assist the Council in investigating the complaint.

How We Handle Complaints

The Manager of each Department of the Council is responsible for handling complaints relevant to that Department.  

While most problems can usually be resolved at an early stage, there are times when they require detailed investigation. If a complaint is of a very serious nature, it will be referred to the General Manager.

We will try a response to your complaint within twenty (20) working days. If a Councillor has submitted a complaint on your behalf we will also try to respond to the Councillor within twenty (20) working days.

Sometimes it is not possible to meet this deadline, eg. where a complaint is a complex one and Councillors are to be briefed on the outcome of the investigations. In these cases we will endeavour to keep the customer informed of progress.

Experience has shown that the majority of complaints will be satisfactorily resolved by the relevant Manager. However, if you are not satisfied with the outcome you may request a review of the complaint by the Council's General Manager. A request for a review of the complaint to the General Manager is to be in writing.

The General Manager will inform the customer of the findings on completion of an investigation.

If possible the relevant Manager or the General Manager may enter into informal discussions or mediation with you with a view to resolving the complaint.

Still Not Happy?

If you are not happy with the outcome of your complaint or our process in dealing with it you may contact:

  • The General Manager directly;
  • The Ombudsman located at Ground Floor, 99 Bathurst Street, Hobart, 7000. Ph (03) 6233 6217; or
  • Local Government Division, Level 8, 15 Murray Street, Hobart (GPO Box 123 HOBART, 7001) Ph. (03) 6233 6758.

While you are entitled to refer a complaint directly to these bodies at any time, we encourage you to allow the Council to investigate the complaint first.

Managing Your Requests/Complaints

Council values the views of its customers and has a Customer Request System that enables you to lodge a request or complaint.  The system provides a unique identifier number to each and every request or complaint.

How You Can Contact Us

You can contact us in person, by telephone, in writing, or on our web site.
When contacting the Council it assists if you have the name of the Officer nominated on the correspondence sent to you and by quoting the file number on the letter.

In writing:
      General Manager, PO Box 156, Longford, Tasmania 7301

In person:
      Municipal Office -                 13 Smith Street, Longford (open from 8.30 am to 5.00 pm)
                                                       (if you wish to speak to  a specific Council officer an appointment is recommended)
 
Phone/fax/website:
      Council Office             Tel: 6397 7303      Fax: 6397 7331
                                                       From southern areas (local call)  Tel: 6391 5566
                                                       13 Smith Street, Longford 
      Northern Works Depot         Tel: 6397 7303     Fax: 6397 7332
                                                       13 Goderich Street, Longford 
      Southern Works Depot        Tel: 6381 1588     Fax: 6381 1598
                                                       Bedford Street, Campbell Town 
      www.northernmidlands.tas.gov.au

After hours services for all emergencies:
      Northern Areas 0418 573 389
      Southern Areas 0418 547 872

Personal Information Protection

Council has a commitment to protection of Personal Information provided by a customer to Council in accordance with the requirements of the Personal Information Protection Act 2004 and the Right to Information Act 2009.
Council’s Policy 45 – Privacy Policy Statement (August 2005) is available for inspection at Council’s Offices and on Council’s Website.

Reporting

The General Manager is to provide Council with a report at least once a year of the number and nature of complaints received in accordance with section 339F(5) of the Local Government Act 1993.

Availability

This Customer Service Charter is available:

  • For public inspection at the Council Office during normal office hours; or
  • On the Council’s Web-site free of charge
  • For purchase from the Council Office

Review

This Customer Service Charter is to be reviewed at least once every two years in accordance with section 339F(4) of the Local Government Act 1993.