Customer Service Charter

Mission

To deliver affordable and quality government services.

Values

The Shire of Broome's core values provide a basis for our Customer Service Charter.

Communication

Actively consult, engage and communicate with, and on behalf of the community.

Integrity

Be honest, equitable and ethical in all our dealings.

Respect

Recognise and respect the individual and unique requirements of all people, cultures and groups.

Innovation

Drive change through leadership and energy.

Transparency

Be open and accountable in all our activities.

Courtesy

Provide courteous service and helpful solutions.

The Shire of Broome is committed to responsibly managing the Shire on behalf of its residents. We make every effort to maintain the highest standards of service to ensure we meet the needs of our customers in a professional and ethical manner with courteous and efficient service.

When you contact us you can expect to be treated honestly and fairly. We encourage feedback on our customer service performance and welcome your input through submission of the Customer Feedback Form, surveys and formal correspondence.

We are committed to:

  • Responding to your enquiries promptly
  • Dealing with complaints fairly, promptly and professionally
  • Keeping you informed
  • Providing an open and accessible Shire
  • Providing fair and unbiased treatment
  • Ensuring information, resources and services are accessible to all

You can help us to meet our commitment to you by:

  • Treating our staff with courtesy and respect
  • Being open and honest in your dealings with us
  • Letting us know when things change such as your address or contact details
  • Respecting the rights of other customers
  • Providing us with feedback about our operation and services
  • Making an appointment if you wish to speak with a specific officer
  • Referring initial enquiries through the correct channels.

Our Contact and Service Standards

We are committed to communicating with you in a timely manner and being as responsive as possible to your issues, enquiries and concerns.

Contacting us in person – When you make an enquiry at the front counter, we aim to resolve it as soon as practicable.  If your query requires technical advice or attention we will refer you to the appropriate staff member.  If the staff member is not available, contact will be made with you within two working days.  

Contacting us by telephone – We will answer calls promptly and resolve your enquiry immediately if possible, however if your query requires technical advice or attention we will refer you to a relevant staff member. If no-one is available we will have your call returned within two working days.

Writing to us – If required, your request may be acknowledged as soon as practicable and we will endeavour to provide a detailed response within ten working days

Contacting us via our Website – We will provide up to date information including forms, application forms, information sheets and meeting Agendas and Minutes on our website. After hours emergency numbers are available in the Council Contacts & Opening Hours section of the website.

Contacting Councillors – Councillors are elected members of the community and their role is to represent the community, provide leadership and guidance, facilitate communication between community and Council staff, make decisions on matters before Council, determine Council policy, govern finances and provide forward planning and evaluation of progress. Councillors are keen to hear the views of local residents on issues which are of concern. You can contact your local Councillor by email or telephone; contact details are available on our website and in the Shire Directory.

Complaint and Resolution Process

Making a Complaint

A complaint is an expression of dissatisfaction, however made, about the standard of service, action or decision by the Council or its staff, affecting an individual or group. You can lodge a complaint via our website, by writing to us, by telephone or in person at the Administration Office.

How will your complaint be investigated?

1. When we receive your complaint it will be recorded and you will receive acknowledgment from us that your complaint has been received.

2. When we receive your complaint we will direct your concern to the most appropriate person within the Shire of Broome who will be responsible for keeping you up to date on the progress of your complaint. Throughout the process, we may need to contact you to discuss your concerns or to ask for more information.

3. Providing us with current contact details (such as a telephone number or email address) will ensure we provide a response as soon as possible.

4. After investigating, we will respond and aim to resolve your complaint, giving reasons for our view.

5. We will do our best to resolve your complaint within ten working days but if we require more information or time, we will keep you informed of our progress.

Shire of Broome Customer Service Charter

Customer Feedback Form

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