Customer Charter and Complaints Management Framework
Background
Through collaboration and engagement, Central Coast Council and the community have co-designed the Water and Sewer Customer Charter and Complaints Management Framework to ensure the services we deliver align with our customers' values.
The Customer Charter specifically highlights:
- our standard of service to you
- your expectations as a customer
- how you can help us to help you
- mutual rights and obligations
The Complaints Management Framework covers:
- council's commitment to customer complaints
- how we handle complaints
- our escalation and response process
As part of our ongoing commitment to improve customer outcomes related to Water and Sewer, we collected your feedback on the draft documents.
To progress to our current stage of improving our services, we have been fortunate enough to listen to residents and businesses share what they value most about their water and sewer services in various mediums. More details of this can be found on our 'Improving your water and sewer services' page.
Have Your Say
Council sought your feedback on the draft Water and Sewer Customer Charter and Complaints Management Framework.
The community was invited to:
- view the Customer Charter and Summary
- view the Complaints Management Framework
Submissions were made until Wednesday 23 August 2023 via:
- online: submission form (preferred)
- email: ask@centralcoast.nsw.gov.au
- post: PO Box 20, Wyong NSW 2259 addressed to the Chief Executive Officer, Mr David Farmer.
When providing feedback to Council your attention is drawn to the provisions of the Government Information (Public Access) Act 2009 which allows for possible access to certain public and personal documentation. View our privacy statement.
Links
Document Library
Doc View
Who's listening
FAQs
The Customer Complaints Management Framework has been developed to complement the Customer Charter with a focus on better outcomes for our customers. It is our ongoing commitment to improving customer outcomes from the Water and Sewer business.
The Customer Charter and Complaints Management Framework was developed through extensive consultation as part of our 'Improving your water and sewer services' project.
There were 2 community forums earlier in the year and a submission form that closed for feedback on 3 July 2023.
Even with the extensive engagement history for the project, all relevant feedback on the documents will be considered by the project team before the documents are finalised for adoption.
Council is seeking your feedback on the draft Water and Sewer Customer Charter and Complaints Management Framework. Feedback will be considered in determining the final report.
The community is invited to:
- view the Customer Charter and Summary
- view the Complaints Management Framework
Submissions are to be made between Thursday 27 July and Wednesday 23 August 2023 via:
- the online submission form (preferred)
- email: ask@centralcoast.nsw.gov.au
- post: PO Box 20, Wyong NSW 2259 addressed to the Chief Executive Officer, Mr David Farmer.
Any previous information and resources can be found on the 'Improving your water and sewer services' page.
In addition, you will be notified if and when the document is adopted.