Customer Service Strategy and Charter

A community unlike any other

Explore inspiring articles, discover events, connect with locals and learn more about Coffs Harbour City Council.

Beach Patrol Times

Swim Between the Flags

Stay safe at the beach this summer and swim at our patrolled beaches ...

Read more
New Library Gallery

New Library Gallery

Register to receive project updates.

Read more
Community Workshops

Planning for the Future

Do you have great plans for your club or community group but need help with getting started ...

Read more
View all news

Latest News

Woolgoolga Masterplan Adopted

Woolgoolga Town Centre Masterplan Adopted

Making Woolgoolga a destination is the key focus of the long-awaited Woolgoolga Town Centre Masterplan...

Read more
Clean Up Australia

Coffs Creek and Park Beach Flood Study Review

A revised flood study for the Coffs Creek catchment that uses the most recent rainfall data and computer modelling will be out for public comment...

Read more
Young people get creative

Young People Encouraged to Get Creative

Young people in the local area are being given to opportunity to showcase their creativity...

Read more
View all news

Upcoming Events

2018
Regional Gallery

JADA on Exhibition

Read more
2018
Rime of the Ancient Mariner

Rime of the Ancient Mariner

Read more
Feb 18
Oztag

Oztag Junior State Cup

Read more
Feb 2018
Library Lovers

Library Lovers Day

Read more
Feb 2018
Ipads and biscuits

iPads and Biscuits

Read more
Feb 2018
Festival of Small Halls

Community Group Planning Workshop

Read more
View all events

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.​​​