Our commitment to you
We aim to deliver excellent service that is timely, transparent, and respectful. This customer charter sets out the standards you can expect when engaging with us.
Our principles
Respect and courtesy
- We will treat all customers with dignity, respect, and professionalism.
- We will listen carefully and respond in a polite and helpful manner.
Accountability
- We will take responsibility for our actions and decisions.
- We will provide clear routes for feedback, complaints, and appeals.
Fairness
- We will treat everyone equally and without discrimination.
- We will make decisions based on facts, fairness, and the law.
Continuous improvement
- We will regularly review our services and seek feedback to improve.
- We will embrace innovation to deliver better outcomes for our community.
Accessibility
- We will make our services easy to access for everyone, including providing clear information and support for those with additional needs.
- We will offer multiple contact channels (phone, email, online, in person).
Transparency
- We will provide clear, accurate, and timely information about our services, decisions, and processes.
- We will explain reasons for decisions and provide you options if you disagree.
Responsiveness
- We will acknowledge your request.
- We will advise on the timeframe it will take to respond to your request.
- We will update you during the process if we have information for you.
- If we need to extend the timeframe, we will let you know.
Response time commitments
- Phone calls: We will respond to your call promptly during business hours and make sure you are supported by the most suitable person or team.
- Emails: We will acknowledge your email within 3 working days and provide a full response within 10 working days. Where this is not possible we will be clear about the complexity and expected final response time.
- Online requests: Will be acknowledged immediately with an automated response. You will receive a full response within 10 working days. Where this is not possible, we will be clear about the complexity and expected final response time.
- Postal mail: We will respond to your postal correspondence within 10 working days of receipts. Where this is not possible, we will be clear about the complexity and expected final response time.
- Complaints: We will acknowledge your complaint within 3 working days and provide a resolution or update within 10 working days.
- Urgent issues (e.g., public safety): We will action urgent issues immediately or escalate to the appropriate service provider within 1 hour.
What we ask of you
- Treat our staff with courtesy and respect.
- Provide accurate information to help us serve you effectively.
- Respect the rights of other customers and the community in which we live.
- Work with us to reach a resolution.
- Let us know when your details have changed (e.g. address, dog registration details).
- Share positive and constructive feedback to help us improve.
