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.

Waterwise Competition

Waterwise Competitions

Communities across Australia celebrate National Water Week from 21-27 October and this year there are great prizes up for grabs...

Read more
MyCoffs Connect

MyCoffs Connect

MyCoffs Connect is a new online space and app for the local community to find out what’s on, join a group, or access services...

Read more
LG IT Conference

LG IT Conference

Coffs Harbour City Council are organising the 21st Local Government Information Technology Conference from 28 - 30 November 2018.

Read more
View all news

Latest News

Lego

Lego® Bots Do Battle in a Coffs FIRST

Lego® battlebots will go head-to-head next month in the very first Lego® League Qualifying Event ever held in Coffs Harbour.

Read more
MiRA

Community Thanked for Marysville Fund-Raising

The Coffs Harbour community has been thanked for its generosity today at a ceremony to mark the opening of MiRA – the new Marysville Information + Regional Artspace...

Read more
Library

Coffs Harbour Joins Statewide Library Funding Push

Coffs Harbour City Council has joined other local councils in a united effort across NSW to call on the State Government to double its funding to help fill a shortfall that threatens...

Read more
View all news

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.​​​