Customer Service Charter

 It acts as a guide for both staff and customers, letting our staff know what you expect from them and our customers know what to expect from you. 

Service Standards
In support of the customer service framework, we will achieve these service standards
by providing our customers with Access to timely and efficient services by:
· Outlining our policies and procedures
· Preventing unnecessary return visits to council
· Publishing information on our website
· Referring you to other service providers if your query is not answerable by
council

Friendly, professional service by:
· Treating you with respect
· Displaying empathy and understanding
· Eliminating acronyms and jargon
· Offering solutions
· Valuing your personal information by maintaining your confidentiality
· Listening to your feedback on our service

A fair decision-making process by:
· Complying with relevant legislation
· Ensuring staff have appropriate knowledge
· Displaying transparent decision-making processes
· Making decisions once we have all the information we require in a timely
fashion

In Person
· Our administration offices at Rakiraki is open at 8:00am and closes at 4:30pm Monday
to Thursday and closes at 4:00pm on Friday