This City of Stirling is committed to be a dynamic, effective customer-focused organisation with a positive work culture. Our Customer Charter ensures the City successfully delivers services with a strong focus on our customers, and is reviewed on an annual basis.
The purpose
This City of Stirling Customer Charter demonstrates our commitment to customer service excellence and sets our standards of customer service performance.
Our commitment
To be a dynamic, effective customer-focused organisation through a positive work culture that leads, values and supports its people.
Our objective
To ensure the City of Stirling successfully delivers services with a strong focus on you, our customers.
Our Customer Charter will be reviewed on an annual basis by the City of Stirling Customer Focus Group.
Having the right people in the right jobs, with the right attitude
We promise to:
- Project a positive approach and focus on solutions
- Be polite, courteous and helpful
Keep you informed
- Wear our name badges and maintain a professional image through our personal presentation
- Provide all staff with ongoing training and development to ensure they can provide accurate and timely information.
Providing choice
When you call the City of Stirling, we will:
- Answer the phone with a courteous greeting using our first names, and identify our business unit.
- Make every attempt to resolve customer enquiries through our Customer Contact Centre as the first point of contact, or ensure specialist enquiries are referred to the correct person on the first transfer.
- Provide you with a direct contact number for further communication, if your call cannot be resolved the first time.
- Ensure that no phone will go unanswered. If the person you are calling is not available, calls will be forwarded to someone who can help, or you will be provided with the option to leave a message on voicemail, and have your call will be returned by the end of the next working day.
When you visit us, we will:
- Ensure that you are immediately acknowledged and provided with direct assistance.
- Ensure that our reception areas are easy to locate, clearly signposted, clean and tidy.
When you email us, we will:
- Acknowledge the receipt of all emails sent to stirling@stirling.wa.gov.au within 1 working day.
- Acknowledge all other email enquiries within 5 working days.
Keep you informed.
- Provide you with contact information should you require further information.
When you write to us, we will:
- Acknowledge the receipt of all written enquiries within 5 working days.
- Keep you informed.
- Provide you with contact information should you require further information.
We will measure our success through:
- Your feedback
- Customer surveys
- Mystery shopping
- Customer service key performance indicators
- Quality monitoring and coaching
- Training and development programs
- Telephone system reports
- Business unit key performance indicators
Customer complaints
The City of Stirling aims to resolve all complaints quickly and fairly through an appeals service that is customer friendly, flexible, and meets the needs of all customers.
Customer complaints can be made by telephone to our Customer Contact Centre or by completing a feedback form.
Please:
- Talk us through what the complaint is
- Give us some background
- Tell us what you would like us to do to make it right.
Details of your complaint will be referred to the relevant manager or specialist.
We will contact you within 5 working days of receiving your complaint with a complete response, or the name and contact details of the person dealing with the matter.
If you are not satisfied with the way your complaint has been handled, please ask to be referred to the relevant manager or director. They will investigate your complaint personally and conduct an independent assessment.
If you have lodged a complaint with the City, escalated to a manager or director and are still not satisfied with how your dispute has been handled, you may wish to contact the Ombudsman Western Australian , who investigates complaints about state and local government agencies. The Ombudsman can be contacted on +61 8 9220 7555 and is located at 44 St Georges Terrace, Perth.
Your feedback
The City of Stirling is committed to continuous improvement, and welcomes your feedback and suggestions to further improve the experience of living and working in the City of Stirling—“The City of Choice”.