The purpose of our Customer Charter is to demonstrate our commitment to customer service excellence by informing all stakeholders of the City of Stirling's role, responsibilities, obligations and services whilst setting the standards for levels of customer service performance excellence.
Our commitment is to be a dynamic, effective customer focused organisation through the provision of a positive work culture that leads, values and supports its people.
Our objective is to ensure the City of Stirling successfully delivers services with a strong focus on you, our customers.
Having the right people in the right jobs, with the right attitude
- We will project a positive ‘can do’ approach and focus on solutions
- We will be polite, courteous and helpful We will keep you informed
- We will wear our name badges and emulate a corporate image through our personal presentation
- We will provide our staff with ongoing, training and development to ensure you always interact with knowledgeable staff who provide accurate and timely information
Providing choice
Phone us
- We will resolve customer enquiries through our customer contact centre at the first point of contact or ensure specialist enquiries are referred to the correct person on the first transfer
- We will answer the phone with a courteous greeting using our first names and business unit name.
- If your call cannot be resolved first time, we will provide you a direct contact number for further communication
- No phone outside the customer contact centre 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 your call will be returned by the end of the next working day
Visit us
- We will make sure that you are immediately acknowledged and provided direction assistance
- We will make sure that our reception areas are easy to locate, clearly signposted, clean and tidy
Email us
- We will acknowledge the receipt of all emails sent to stirling@stirling.wa.gov.au within one working day
- We will acknowledge all other email enquiries within five business days
- We will keep you informed
- We will provide you with contact information should you require further information
Write to us
- We will acknowledge all written enquiries within five business days
- We will keep you informed We will provide you with contact information should you require further information
We will measure our success through
- Your feedback
- Customer surveys
- Mystery shopping
- Corporate 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 which is customer friendly and flexible to meet the needs of all customers.
Customer complaints can be made by telephone to our Customer Contact Centre on (08) 9345 8555, by letter, email 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 specialist or Manager. We will contact you within five working days of receiving your complaint with a complete response or with 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 an initial 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. The Ombudsman investigates complaints about Western Australian government agencies, including local government. The Ombudsman can be contacted on (08) 9220 7555 and is located at 44 St Georges Terrace, Perth.