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.

DA

Online DAs only from January 1

The NSW Government has mandated that all Development Applications lodged with us must be through the NSW Online Planning Portal from 1 January 2021 ...

Read more
Swim Between The Flags

Swim Between The Flags

Stay safe at the beach this summer by swimming between the red and yellow flags at patrolled beaches...

Read more
Bushfire Revocery

Bushfire Recovery Portal

Council have created the bushfire recovery portal to ensure that the recovery process is as simple and clear as possible...

Read more
View all news

Latest News

New Pools

Community Engagement Results in Stunning New Pool Designs for Woolgoolga and Sawtell

Following extensive community engagement we are proud to unveil the detailed concept designs for the upgrade of Woolgoolga and Sawtell Swimming Pools...

Read more
Jetty Carpark Upgrade

A Fresh Green Look for the North Wall Car Park

North Wall public car park is being relocated, reconfigured and upgraded to reclaim recreation space for the community, provide more car parks and improve accessibility...

Read more
Flood Study

Local Knowledge Needed for Flood Study

The experience and knowledge of local flooding events in the Northern Beaches is being sought from residents for a Flood Study of coastal catchments...

Read more
Visit Coffs Newsroom

Customer Service Strategy and Charter

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

The 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 provides 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.