Customer Charter

Our Service Commitment

The City of South Perth offers a range of services to residents, business, community organisations and visitors. We believe that customers should expect to be treated in a manner that reflects the vision and values of our organisation. We also want to make your customer experience a positive, worthwhile and consistent one.

This charter sets out the minimum standards that a customer can expect from us. It outlines how you can obtain information, how you can address matters if our standards are not met and it offers advice on how you can help us to serve you better.

Our Customer Service Charter reflects our commitment to the quality of service provided to you. This Charter will be regularly reviewed and adapted to meet the changing needs of our customers.

Customer Focus

We wish to work with you to achieve positive outcomes. In doing so, we commit to:

  • Being competent in delivering information or services.
  • Respond to your enquiries in a professional and courteous manner.
  • Listen to and respect your issues and concerns.
  • Accurately reply to customers in a fair, honest and timely manner.
  • Set clear expectations of our actions and deliver on those commitments.
  • Consistently apply these standards across all contact points within the City.
  • Continuously improve our service by proactively seeking feedback.
  • Actively measure and monitor our performance against these commitments.

Customer Charter

We encourage a culture of 'welcoming the customer' through our Customer Focus Model, Customer Charter and training.

Customer Charter

Customer Service Standards

Contact by telephone

When you telephone our call centre we will:

  • Answer your call promptly *1 and politely.
  • Aim to answer your enquiry at first contact.

(*1 If demand for our services is high, we may need to place your call in a queue for a short period of time.)

If we can not resolve the issue at the first contact point, we will:

  • Transfer you to the officer who is best able to address your issue; or
  • Forward your enquiry to an appropriate officer who will contact you by the close of business the next working day.

If you call a City officer directly, they will:

  • Answer your call promptly and politely within six rings; or
  • Direct your call to voicemail - where you will have the option to leave a message.
  • Return phone messages by the close of business on the next working day.
  • Maintain contact with you pending satisfactory resolution of your enquiry.

Should you have an emergency or after hours issue, we:

  • Provide a locally based 24 hour after hours / emergency call centre service.

 

Contact by visiting our offices

If you call in to see us, we will:

  • Greet you with respect, courtesy and understanding.
  • Identify ourselves so that you know who you are dealing with.
  • Try to put you in direct contact with the officer best able to respond to your enquiry.
  • Aim to answer your enquiry at first point of contact.

If we can not resolve your issue at the first point of contact, we will:

  • Forward your enquiry to the appropriate officer who will contact you with a response no later than the close of business the next working day; or
  • If necessary, arrange an alternative meeting time that suits you.

 

Contact by letter or email

If you write to us, we will:

  • Aim to respond within 10 working days of receipt of your correspondence.
  • Provide an interim response within 5 working days to you if your enquiry cannot be fully addressed within 10 working days.
  • Respond in clear, concise language that is easily understood.

Our Response

When responding to your questions or requests for service, we will:

  • Communicate clearly and unambiguously.
  • Make a commitment to when and how the matter will be addressed.
  • Provide a clear outline of our obligations and policies.
  • Notify you if there is a delay in what we have promised.
  • Try to avoid the need for repeat visits to the City.
  • Advise you of the outcome of your request in accordance of this charter.
  • Refer you to the appropriate organisation or place should your request relate to another agency.

Help us to deliver better service

Our responsiveness to you will be enhanced if you can:

  • Treat our officers with courtesy and respect.
  • Provide accurate and complete information.
  • Quote reference numbers when contacting us about an existing application or query.
  • Provide a daytime telephone number or e-mail address in your correspondence.
  • Telephone the officer nominated on any correspondence sent to you and quote the file number on the letter.
  • Telephone to make an appointment should you have a complex enquiry or if you need to see a specific officer.
  • Work with us to try to resolve problems.
  • Give us feedback to help us better understand your needs.

Personal Information

The City of South Perth respects your right to privacy. We will not:

  • Collect any personal information without legitimate reason.
  • Disclose personal information about you without your consent, unless we are required to do so by law.

Customer Feedback

We value your feedback and welcome your suggestions, comments, compliments and complaints.

  • Your feedback helps us to review and improve our policies, procedures and services.
  • Your compliments give us encouragement that the service we are providing is service that you value.

Customers may contact the City with feedback of varying types. Such feedback may include:

  • Request for Service

This is a request from a customer who has identified the need for the City to perform one of its services in a specific case. (e.g. “I would like you to fix a pot-hole in the road”)

  • Third Party Complaint

In this instance a customer lodges a complaint about a third party. The City may act on this issue where it has an enforcement role. (e.g. “I would like to complain about my neighbour’s barking dog”)

  • Decision Review

This is a complaint by a customer who is aggrieved by a decision that the City has made. (e.g. “I would like to complain about a parking ticket that I received”)

  • Conduct Feedback

This is feedback by a customer who wishes to comment on the conduct of a member of the City’s staff. (e.g. “I found this staff member to be extremely helpful and knowledgeable”)

  • Standard of Service

This is feedback about the standard of service that the City has provided. (e.g. “I think that the Family Fun Zone on Australia Day was a wonderful initiative”)

The City of South Perth has a formal Complaints Management Policy which outlines standards for actioning complaints quickly and effectively.

Contact Information

Opening Hours
Civic Centre Monday to Friday 8.30am to 5pm
Infrastructure Services Monday to Friday 8.30am to 5pm

Contact Numbers
City of South Perth 9474 0777
After Hours Service 9474 0777
Website www.southperth.wa.gov.au
Email Send us an email