Nambucca Shire Council is committed to serving the community with integrity, efficiency, fairness, impartiality and the encouragement of mutual respect. In keeping with Council’s values, Nambucca Shire Council is committed to addressing and resolving customer enquiries and complaints, improving service delivery and increasing satisfaction.
Our Customer Service Charter aims to provide a guideline for customers, staff and councillors regarding enquiries, service requests or complaints received by Council and how they should be resolved. Council will treat all matters, whether an enquiry, service request or complaint, diligently and aim to provide a fair and reasonable outcome to both the customer and Council. Comments about Council’s service or staff are welcomed and provide valuable feedback about our quality of service.
Council’s operations are wide and varied but this Customer Service Charter applies to all staff. However, some processes for dealing with customer enquiries and complaints may differ. In some cases, Council may not be able to action some requests because of the nature of the enquiry, service request or complaint, or because of Council’s limited resources. Our response may also vary depending on the nature and complexity of the issue. Other avenues for resolution of the issue, where appropriate, should also be considered.
Council will only deal with Council related matters. Civil issues such as a fencing dispute between neighbours will not be addressed by Council. Other matters being addressed through the judicial system, for example in the Land and Environment Court, may not be able to be addressed by Council for legal reasons.