Review of the Customer Service Policy and Charter 2025
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Consultation has concluded
Tell us what you think about the revised Customer Service Policy and Charter
Customer service plays a vital role in local government, shaping how residents interact with and perceive their council. As the initial point of contact for many community members, these interactions reflect the organisation’s values, professionalism and commitment to responsiveness. Implementing a comprehensive Customer Service Policy, alongside a clearly defined Customer Service Charter, establishes consistent service standards, clarifies expectations and reinforces accountability.
Council resolved on 25 August 2025, to place on public online exhibition, a draft Review of the Customer Service Policy and Charter.
Why are we updating the Customer Service Policy and Charter?
Council regularly reviews its policies to ensure they remain current and effective. We’ve chosen to bring the Customer Service Policy review forward, not just as part of our standard cycle, but to reflect our evolving commitment to customer experience and to lay the foundations for future improvements.
Our community’s expectations are changing and so is the way people interact with Council. This update is about making sure our service standards are clear, inclusive and aligned with our organisational values and strategic goals. It’s also about strengthening transparency and accountability so our customers know what to expect and our staff have the guidance to deliver consistently high-quality service.
This refresh is a foundational step in a broader Customer Experience initiative. It helps us build a shared understanding of what great service looks like and sets the stage for future improvements in how we engage, respond and deliver.
What has changed?
The updated Policy and Charter introduces several important changes that reflect how we’re evolving as a service organisation.
We’ve strengthened our commitment to First Contact Resolution, aiming to resolve enquiries at the first point of contact wherever possible
We’ve expanded the ways customers can reach us, improved accessibility for people with diverse needs and clarified what customers can expect from us and what we expect in return.
We’ve also refined how we measure performance; previously, we focused on whether requests were completed within 10 days. Now, we’re shifting to whether they were actioned within 10 days - a more meaningful measure that reflects when we’ve started working on a request, not just when it’s closed.
These changes help us better understand the full customer journey and identify opportunities to improve responsiveness. This will also support in building a more holistic view of service delivery. A broader understanding of the insight and diagnosis that plays into performance, helps us unpack the real experience of our customers and staff and guides smarter, more responsive service improvements. Ultimately, these updates are about making our service more transparent, more inclusive and more aligned with the needs of our community - today and into the future.
The draft Review of the Customer Service Policy and Charter are on exhibition from Wednesday 10 September 2025 to Wednesday 22 October 2025 and can be viewed:
At Council’s Customer Service Centre, Ground Floor Administration Building, 41 Burelli Street Wollongong, between 9am and 5pm weekdays
Writing to The General Manager, Wollongong City Council, Locked Bag 8821 WOLLONGONG DC NSW 2500
Phoning the Customer Experience Manager on 4227 7111
Please provide your feedback by Wednesday 22 October 2025. For written, phone and emailed submissions, please quote: 'Review of the Customer Service Policy and Charter'. Any submissions become public documents and may be viewed by other persons on request. Please read Council's Privacy Policy before submitting your feedback.
Accessibility and language assistance
If you’re d/Deaf, hard of hearing or have a speech or language difficulty, you can contact us through the National Relay Service. If you need an interpreter, you can contact us through the Translating and Interpreting Serviceon 131 450. You’ll need to provide our phone number 02 4227 7111 for either service.
Tell us what you think about the revised Customer Service Policy and Charter
Customer service plays a vital role in local government, shaping how residents interact with and perceive their council. As the initial point of contact for many community members, these interactions reflect the organisation’s values, professionalism and commitment to responsiveness. Implementing a comprehensive Customer Service Policy, alongside a clearly defined Customer Service Charter, establishes consistent service standards, clarifies expectations and reinforces accountability.
Council resolved on 25 August 2025, to place on public online exhibition, a draft Review of the Customer Service Policy and Charter.
Why are we updating the Customer Service Policy and Charter?
Council regularly reviews its policies to ensure they remain current and effective. We’ve chosen to bring the Customer Service Policy review forward, not just as part of our standard cycle, but to reflect our evolving commitment to customer experience and to lay the foundations for future improvements.
Our community’s expectations are changing and so is the way people interact with Council. This update is about making sure our service standards are clear, inclusive and aligned with our organisational values and strategic goals. It’s also about strengthening transparency and accountability so our customers know what to expect and our staff have the guidance to deliver consistently high-quality service.
This refresh is a foundational step in a broader Customer Experience initiative. It helps us build a shared understanding of what great service looks like and sets the stage for future improvements in how we engage, respond and deliver.
What has changed?
The updated Policy and Charter introduces several important changes that reflect how we’re evolving as a service organisation.
We’ve strengthened our commitment to First Contact Resolution, aiming to resolve enquiries at the first point of contact wherever possible
We’ve expanded the ways customers can reach us, improved accessibility for people with diverse needs and clarified what customers can expect from us and what we expect in return.
We’ve also refined how we measure performance; previously, we focused on whether requests were completed within 10 days. Now, we’re shifting to whether they were actioned within 10 days - a more meaningful measure that reflects when we’ve started working on a request, not just when it’s closed.
These changes help us better understand the full customer journey and identify opportunities to improve responsiveness. This will also support in building a more holistic view of service delivery. A broader understanding of the insight and diagnosis that plays into performance, helps us unpack the real experience of our customers and staff and guides smarter, more responsive service improvements. Ultimately, these updates are about making our service more transparent, more inclusive and more aligned with the needs of our community - today and into the future.
The draft Review of the Customer Service Policy and Charter are on exhibition from Wednesday 10 September 2025 to Wednesday 22 October 2025 and can be viewed:
At Council’s Customer Service Centre, Ground Floor Administration Building, 41 Burelli Street Wollongong, between 9am and 5pm weekdays
Writing to The General Manager, Wollongong City Council, Locked Bag 8821 WOLLONGONG DC NSW 2500
Phoning the Customer Experience Manager on 4227 7111
Please provide your feedback by Wednesday 22 October 2025. For written, phone and emailed submissions, please quote: 'Review of the Customer Service Policy and Charter'. Any submissions become public documents and may be viewed by other persons on request. Please read Council's Privacy Policy before submitting your feedback.
Accessibility and language assistance
If you’re d/Deaf, hard of hearing or have a speech or language difficulty, you can contact us through the National Relay Service. If you need an interpreter, you can contact us through the Translating and Interpreting Serviceon 131 450. You’ll need to provide our phone number 02 4227 7111 for either service.
We are interested to hear what you think of the Policy and Charter.
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Consultation has concluded
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