Welcome to the Shire of Nannup

Shire of Nannup Customer Service Charter

OVERVIEW

Our Customer Service Charter reflects our commitment to provide you with quality services and gives standards by which to measure our performance. It also provides staff with clear standards for which to aim. 

Please download a copy of our Customer Service Charter HERE.

OUR COMMITMENT TO YOU

In recognising that our customers are our main priority, we will:

  • Treat all customers with courtesy, respect and fairness.
  • Provide efficient and reliable service in a timely and professional manner.
  • Make ourselves available and accountable to our customers.
  • Provide customers with accessible, informative and user friendly information.
  • Maintain our community facilities to an acceptable standard.
  • Invite and evaluate feedback to improve services to the community.

YOU CAN HELP US TO MEET OUR COMMITMENT TO YOU BY

  • Letting us know when things change, such as your address or contact details.
  • Be respectful and courteous to Shire staff.
  • Contact us to arrange an appointment where possible
  • Provide accurate and complete information
  • Be honest in your dealings with us.
  • Let us know if our delivery and standards of service needs to improve.

Rude, abusive or aggressive behaviour may result in the staff member warning the customer. If the behaviour continues, after a warning has been given, communication will be terminated.

CUSTOMER COMPLAINTS

A “Customer Complaint” refers to dissatisfaction expressed, either in writing or verbally by a customer, in relation to a Council service or issue. To assist in ensuring the accuracy of a complaint, the written format is preferred.


The Shire of Nannup is committed to providing excellent customer service to our customers and value customer feedback. we welcome feedback if you feel that you have had an unsatisfactory resolution.

If you complain VERBALLY we will:

  • Treat you with respect and courtesy and strive to find a resolution to your complaint at the first point of contact.
  • If not resolved at first point of contact, we aim to resolve complaints and disputes with a goal of 15 working days; with complex issues entering an open and accessible dispute resolution process.
  • Provide a “Record of Conversation” if your complaint needs to be further actioned and provide you with the name of the actioning officer.

If you complain in WRITING, we will:

  • Where a response to a written complaint cannot be provided within 10 business days, the complainant will be advised a date when a response will be provided. also stating our understanding of the complaint, action that needs to or has been taken and the name of the actioning officer.

If you still remain DISSATISFIED:

  • Where a Complaint refers to Council’s non-adherence to this Charter and has not been resolved to your satisfaction, you may request in writing to have the Chief Executive Officer review the handling of your complaint.
  • If after all avenues of negotiation have been exhausted and you remain unhappy with the outcome there remain the following options available:


Ombudsman
Office Location:
Level 2, Albert Facey House
469 Wellington Street
Perth WA 6000Postal Address:
PO Box Z5386
St Georges Terrace Perth WA 6831
Telephone: 1800 117 000 (free from landlines) Facsimile: 08 9220 7500
www.ombudsman.wa.gov.au


Department of Local Government
Gordon Stephenson House, 140 William Street, 2nd Floor Reception, Perth WA 6000
PO Box 8349 Perth Business Centre WA 6849
Telephone: (08) 6552 7300
info@dlgsc.wa.gov.au


Minister for Local Government
7th Floor, Dumas House, 2 Havelock Street, West Perth WA 6005
Telephone: (08) 6552 5400 Facsimile: (08) 6552 5401
Minister.Templeman@dpc.wa.gov.au