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.

Green Waste

Free Green Waste Drop Off

Coffs Harbour residents wishing to help protect their properties from potential bushfires...

Read more
Business Incentives

Business & Development Incentives

Coffs Harbour City Council offers a range of incentive to businesses to help grow the local economy...

Read more
Projects

Major Projects

Find out information about major projects we have underway and ones we have recently completed...

Read more
View all news

Latest News

Return

Council is Crowned a Champion of Sports

Council has another trophy to add to the cabinet after last night being named Local Council of the Year at the NSW Champion of Sports Awards run by Sport NSW...

Read more
Jetty

Jetty4Shores Project Wins Another Peak State Planning Prize

Coffs Harbour’s Jetty4Shores Project has been recognised once again for planning excellence at the Planning Institute of Australia (PIA) NSW Awards 2019...

Read more
STILL

Coffs Coast Tourism a Clear Winner

Coffs Coast tourism operators, attractions and promoters were centre stage at last night’s 2019 State Tourism Awards coming away with a total of nine awards...

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.​​​