Our Customer Charter
Customer Focus
Our customer focus approach aims to provide an environment where:
- Your needs are understood
- We provide you with information that is accurate and user-friendly
- The advice and service we provide is in a timely and professional manner.
For more information please view our Customer Charter.
Council's Customer Charter and Customer Conduct
Customers of the Western Bay of Plenty District Council can expect staff to follow Council's Customer Charter.
The Charter outlines the expectations of the organisation and staff in relation to:
- Creating value
- Working together
- Professionalism and integrity
- Caring for our customers
Our customer focus approach aims to provide an environment where:
- Customers needs are met through active listening
- Customers don’t just feel like a ‘number’
- We are focused on opportunities to improve customer experience
- We make every effort to be responsive and available
- Communicate clearly to manage expectations due to our regulatory/statutory environment
- Follow through on commitments we make
- Front up to our mistakes
- Respect customer privacy.
In return, customers are expected to ensure their conduct meets acceptable standards and does not impinge on the rights of staff to have a safe work environment.
Unacceptable standards include:
Abusive, obscene or threatening language or actions.
