Customer Service Charter

Our values

We are guided by these core principles:

Accountability and Fairness - Upholding transparency and equity in all that we do.
Financial Responsibility and Integrity - Ensuring ethical and prudent management of resources.
Sustainability and Partnership - Promoting environmental stewardship and collaboration for long-term success.
Service - We are committed to delivering exceptional service that meets the needs of our community and stakeholders.

Our commitment to you

The City of Nedlands is dedicated to continuously improving our standards by focusing on the needs and feedback of our residents to achieve the best possible outcomes. This charter outlines the service levels you can expect from us, prioritizing the areas that our residents have identified as most important. Our Customer Service Charter sets clear service standards, allowing you to assess our performance and ensuring we remain accountable. These standards also provide a framework for us to measure our progress and continually improve in all areas of service delivery.

Our complaints process

We aim to make our complaints process straightforward, accessible, and effective, ensuring your concerns are addressed promptly and fairly.

We are committed to:

Ensuring your complaint is heard and acknowledged.
Conducting thorough and impartial investigations.
Keeping you informed throughout the process and providing clear updates on the outcome.
Using feedback to continuously improve our services and prevent future issues.

Your feedback helps us serve you better, and we value the opportunity to make a positive difference. To lodge a complaint, you can contact any officer of the City. We will then assess your complaint and forward it to the relevant department for review. If you are not satisfied with the outcome, you may request an internal review of the complaint. If your complaint remains unresolved, you have the right to escalate it to either our Chief Executive Officer or an external body, such as the State Ombudsman.

The Ombudsman
PO Box Z5386, St Georges Terrace
PERTH WA 6831
P (08) 9220 7555
E mail@ombudsman.wa.gov.au

Your privacy and feedback

The City of Nedlands is committed to protecting your privacy. We will only collect personal information when it is necessary for legitimate purposes. Your personal information will not be shared with third parties without your consent, unless required by law. We take appropriate measures to ensure that your information is secure and used in accordance with privacy regulations.

Customer Service request system
Our electronic Customer Service Request System records all requests to ensure they are addressed promptly and in line with our service standards.

We Value Your Feedback
The City of Nedlands is dedicated to continuous improvement and values your feedback and suggestions. Your input helps us enhance the quality of our services and better meet the needs of our community.

Feedback forms are available through multiple channels:

By contacting Customer Service at the City’s Administration building,
At any of our libraries and
Online via our website.

We look forward to hearing from you and working together to make the City of Nedlands an even better place to live, work, and play.

Our service standards

At the City of Nedlands, we are committed to delivering the best possible service.

Our promise to you is that we will:

Respect your privacy by treating all enquiries confidentially.
Respond to all requests within ten working days. If a request cannot be completed within this period, we will inform you of the reason and provide an updated timeframe.
Answer all phone calls within six rings and ensure voicemail messages are returned by the end of the next working day.
Be available for appointments when needed.
Provide you with the name and contact details of the officer managing your enquiry.
Clearly identify all communication from the City with our logo including staff name badges.
Provide up-to-date and accurate information in a timely manner.
Ensure equitable access to all our services, facilities, and information.
Keep you informed in advance of major activities and events in your local area.

We are dedicated to ensuring that your interactions with us are efficient, respectful, and productive.

Measuring our success

At the City of Nedlands, we are committed to continuous improvement and value your input in helping us achieve high standards of service.

We measure our success through the following methods:

Your Feedback: We will actively seek and listen to your feedback to identify areas for improvement and enhance our services.
Customer Surveys: We will conduct regular surveys to gauge customer satisfaction and understand how we can improve your experiences with us.
Quality Monitoring and Coaching: We will monitor the quality of our services and provide ongoing coaching to ensure our team delivers consistently excellent customer service.
Training and Development Programs: We will invest in the ongoing training and development of our staff to equip them with the skills and knowledge to serve you better.

By measuring and evaluating our performance in these key areas, we ensure that we are meeting your expectations and continuously improving our service delivery.

Help us serve you better

Your feedback and clear communication are essential to helping us meet your needs effectively.

By providing detailed information and sharing your thoughts, you enable us to address your concerns quickly and improve our services.

Treat our staff with courtesy and respect.
Work with us to resolve problems.
Provide accurate and complete information. Quote reference numbers where possible.
Provide contact details.
Contact the staff member nominated on any correspondence to you.
Telephone to make an appointment should you have a complex enquiry.
Give us feedback to help us understand your needs.

Together, we can ensure a positive experience every time.

Stay connected with us

In person
City of Nedlands
71 Stirling Highway Nedlands
Monday - Friday 8.30am - 5pm

Over the Phone
(08) 9273 3500
TTY 9273 3646
24 Hour Assistance – (08)9273 3500

Online
Submit an enquiry

In writing
City of Nedlands
PO Box 9 Nedlands WA 6909