Customer Charter
What we do
Beyond rates, roads, and rubbish, we provide a wide range of community facilities, infrastructure, and services.
When you walk along the parkways, visit a library or art gallery, play on a sports field, enjoy the clean and tidy amenity of a picnic area or drop your child off to a Campbelltown Family Day Care educator, you benefit from Campbelltown City Council's work.
Our Promise
The Vision of the Customer Experience strategy is to make life easier for our residents, businesses, employees, and visitors by delivering great customer experiences.
Our Values
Our values are the heart of our organisation and guide how we interact with each other and our community.
- Respect: We’re inclusive and considerate
- Integrity: We’re reliable and honest
- Teamwork: We connect as one team
- Trust: We stand by our work
- Optimism: We see the possibilities
Our commitment
When you call us
We aim to connect you with a staff member within two minutes of contacting us or offer a call back, so you don’t have to wait. We prioritise understanding your enquiry by asking relevant questions, and if required, we'll efficiently pass on necessary information to the appropriate person. Rest assured, we take ownership of your call and ensure you receive a prompt callback.
When we say, “We will call you back”
We will. You can expect a call by the next business day. If a team member is unavailable or on leave, we will let you know and, when possible, find a way to keep your request moving in their absence.
When you walk into a Council building
Our staff will greet you with a smile and attend to you at the customer service counter within five minutes. We endeavour to find precisely the right person to help you. If that person is unavailable, we will lodge your request and ensure it gets followed up.
When you talk to a Council staff member out in a park or on the street
They will greet you with a smile and listen to your question. We’ll put your safety and that of our staff at the forefront of our interactions. We endeavour to help resolve any queries you may have or provide contact information so you can get the help you need.
When you write to us
We will acknowledge your communication and provide a reply within a reasonable time. If it’s a complex issue, we may be unable to resolve it in our initial response. We will ensure that we understand your query, a team member has been assigned and it’s in the relevant document management system.
When you use our website or engage with our social media accounts
We will ensure regular monitoring of social media and respond if action is necessary. We will continuously review our website to ensure it is easy to use and navigate, with clear and accessible content, so you can quickly find the exact information you need.
We get better with your feedback
- We value your feedback to allow for continuous improvement. Your feedback helps us identify what is working and what isn't.
- You can provide feedback in any of the ways listed above. We value all feedback and will act on it.
- If you have requested us to contact you, we will. We may also need to contact you for further information.
- We make every effort to be inclusive and accountable for our decisions and how they are made.
- We recognise there are instances when you may disagree or be unhappy with the Council's decision. Many factors are considered when making a decision, some of which are outside our control. If you are unsure why a decision was reached, we commit to providing the reasoning behind that decision.
- Our feedback process is designed to capture and respond to your feedback.