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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.

You can read Council's Customer Service Charter and Customer Service Strategy below.

Coffs Harbour City Council Customer Service Charter

Coffs Harbour City Council Customer Service Strategy 2016 - 2018