Customer Service Strategy and Charter

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Jetty Structure Refurb

Timber Jetty Undergoes Refurb

The historic jetty is to receive some much-needed TLC with a major programme of repair and refurbishment beginning from April 17.

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ANZAC Day

ANZAC Day Closures

Check the opening hours of Council's facilities on ANZAC Day.

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Positive Ageing

Positive Ageing Strategy

Council are inviting input from members of the community aged 55 years or older on developing a Positive Ageing Strategy.

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Latest News

Detention Basin

Work Begins on Final Coffs Creek Flood Basin

Construction of the fourth and final flood detention basin planned for the Coffs Creek catchment will begin at Upper Shephards Lane ...

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Coffs Creek

Improvements Flow into Coffs Creek

An accessible jetty and launching ramp, a new playground, an updated amenities building and new parking area at Saltwater Park are among many improvements...

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Dont Be a Tosser

No Excuse for Litter

Coffs Harbour residents are being reminded there is no excuse to litter this autumn ...

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Upcoming Events

2018
SeniorsWeek

Coffs Harbour Seniors Festival

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16 - 27
May Gibbs

May Gibbs Display at the Library

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2018
Museum Exhibition

Created from a Dream: A Gift of Calligraphy Exhibition

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April 2018
Workshop

Create your own Journal with Suzanne Archer

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April 2018
BU Festival

Youth Week BU Festival

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April 2018
Ipads and biscuits

iPads and Biscuits

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Customer Service Strategy and Charter

​​​​ Council is changing the way it delivers customer service through the implementation of this Customer Service Strategy: a strategy that outlines an improved way of delivering customer service through a new ‘Customer Enquiry/Resolution (CER) Model’.

The new CER Model has a focus on the following main elements:

  • Using customer engagement and participation in the review and, where required, redesign of services.

  • Development of customer self-service functionality for those who can access online services, thus leaving Council staff to concentrate on complex enquiry work and high need customers.

  • Progression towards a more resolution-focussed customer service function.


The Model will provide positive outcomes for both Council and our customers, including:

  • More options for the customer

  • Improved responses and consistent resolution for the customer

  • Reduced transaction costs for Council

  • Fewer transactions requiring Council staff intervention


The Model has a target of resolving 80% of customer enquiries/requests at the first point of contact - significantly improving current levels of customer service.​​​