Our promise to the community is to provide a wide range of accessible, high quality services to meet your needs. We will continue improving our service by asking for your feedback and measuring our performance. We hope that you’ll treat our staff with the same consideration.
Please contact us if you have any queries.
Northern Beaches Council Customer Charter
This charter sets out our standards of customer service as we aim to deliver a wide range of accessible, high quality services to meet your needs. We are committed to continually improving our service by measuring our performance. Please treat our staff with the same respect and professionalism that we offer to you.
Our commitment to you:
- to be fair, friendly, polite and respectful service delivery
- aim to resolve your enquiry at first contact or let you know the course of action to be taken
- will will listen to your comments, suggestions and complaints
- always respect confidentiality
Help us help you by:
- treating our people with courtesy and respect
- respecting the privacy and rights of other customers
- being prepared to provide us with complete and accurate information
- working with us to resolve problems and allow us an opportunity to address your concerns
- providing us with constructive feedback so we can improve your customer experience
When you telephone:
- aim to answer your call to the Customer Service Centre within 30 seconds
- always giving you our name and welcome you in a polite and courteous manner
- taking a message if the person you need to speak to is unavailable
- returning phone calls within two working days
When you use social media:
- we will monitor social media and aim to respond if action is required within 24 hours
When you write to us:
- for general requests and enquiries, your correspondence will be responded to within 10 working days
- for more complex matters, it may take some time to investigate and get the right response to you. In these cases, we will acknowledge your correspondence and keep you informed with progress and expected completion timeframe every 20 working days
When you visit:
- we will attend to you within 5 minutes of your arrival at the Customer Service Counter
- show you amenities if meeting with one of our staff
- explain if your appointment time is delayed
When you use the website for online requests:
- we will provide you with an online reference number/ acknowledgement
- aim to refer your request to the relevant area within one working day
Feedback
We welcome your feedback to help us improve our service to the community.
Our service centres
Manly: 1 Belgrave Street, Manly
Dee Why: 725 Pittwater Road, Dee Why
Mona Vale: 1 Park Street, Mona Vale
Phone 1300 434 434 or make an online request