To contact our Customer Care team, call Council on (03) 6397 7303
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.
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.
Council will continually improve its customer service by:
To ensure fast, efficient, quality service we request that our customers:
To ensure a healthy and vibrant community, council manages our:
Council contributes to a safe environment by ensuring agreed standards are met in:
To ensure a sustainable and equitable future, Council facilitates:
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.
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.
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.
If you are not happy with the outcome of your complaint or our process in dealing with it you may contact:
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.
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.
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.
General Manager, PO Box 156, Longford, Tasmania 7301
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)
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
After hours services for all emergencies:
Northern Areas 0418 573 389
Southern Areas 0418 547 872
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.
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.
This Customer Service Charter is available:
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.