Draft Customer Experience Standards and Unreasonable Customer Conduct Policies

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Consultation has concluded

This project is now complete, and Council adopted the updated policies at the Council meeting on 21 March 2019. The links to the adopted Policies can be found in the sidebar.

Tweed Shire Council provides a wide range of customer experiences across more than 50 services. Our service culture applies to all departments who aim to provide quality customer experiences through a range of options to make it easier for you to do business with us.

Good customer experience involves two people - so these Policies focus on what you can expect from us, and what we expect from you.

We are seeking feedback on two customer experience policies. The service standards are not significantly different from what is already adopted in Councils existing customer policies, however the document layout and language has been improved - making it easier for you and our staff.

1. Draft Customer Experience Standards (2 pages)

2. Draft Managing Unreasonable Customer Conduct Policy

Check out the Customer Experience Framework and the Current Volumes of Customer Interactions in the document library which will help explain how the Policies are related and help you learn more about the number of customer interactions we deal with on a daily basis.

Once these draft Policies are adopted they will replace the current existing Policies including: Customer Service Charter (11 pages), Response to Correspondence Policy (6 pages) and the Dealing with Difficult People Policy.

This project is now complete, and Council adopted the updated policies at the Council meeting on 21 March 2019. The links to the adopted Policies can be found in the sidebar.

Tweed Shire Council provides a wide range of customer experiences across more than 50 services. Our service culture applies to all departments who aim to provide quality customer experiences through a range of options to make it easier for you to do business with us.

Good customer experience involves two people - so these Policies focus on what you can expect from us, and what we expect from you.

We are seeking feedback on two customer experience policies. The service standards are not significantly different from what is already adopted in Councils existing customer policies, however the document layout and language has been improved - making it easier for you and our staff.

1. Draft Customer Experience Standards (2 pages)

2. Draft Managing Unreasonable Customer Conduct Policy

Check out the Customer Experience Framework and the Current Volumes of Customer Interactions in the document library which will help explain how the Policies are related and help you learn more about the number of customer interactions we deal with on a daily basis.

Once these draft Policies are adopted they will replace the current existing Policies including: Customer Service Charter (11 pages), Response to Correspondence Policy (6 pages) and the Dealing with Difficult People Policy.

Guest Book

Welcome to the Guest Book area for this project.  Please feel free to leave a comment about either of the two Policies - Customer Experience Standards and Managing Unreasonable Customer Conduct - or your customer experiences with Council. All comments will be considered as submissions for this project.
CLOSED: This discussion has concluded.

I have read both draft Customer Experience Standards and Unreasonable Conduct policies. Both are very comprehensive and practical. Well done.

Mark G Radisich over 1 year ago
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The policies look fine and reasonable, however I would like to see a process for escalation (next management level) if a matter is not dealt with by responsible officer. We have had such an instance recently where one of your rangers was to lazy to try and address a particular issue, just choosing to put it in the too hard basket. It was unacceptable and we pretty much gave up on the issue.

43reefwater over 1 year ago
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I believe your penalties/fines for illegal dumping are proving to be a waste of time.No matter what is being dumped illegiably be it small or big time the deterant/fine should be so severe that they will never do it again instead of repeat offenders wasting our rates money with your staff chasing them regularly.You need to deal with this horrible situation asap.

NauteGirl1 over 1 year ago
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