Customer service strategy and charter

How we deliver our customer service is set out in our ‘Customer Enquiry/Resolution (CER) Model’.

Our Model focusses on:

  • Using customer engagement and participation in the review and, where required, redesign of services.
  • Developing customer self-service for those who can access online services, leaving Council staff to concentrate on complex enquiry work and high need customers.
  • Progressing towards a more resolution-focussed customer service function.

The Model provides:

  • More options for the customer
  • Improved responses and consistent resolution for the customer
  • Reduced transaction costs forthe City of Coffs Harbour
  • Fewer transactions requiring City staff intervention

The Model has a target of resolving 80% of customer enquiries/requests at the first point of contact.