What is the Customer Service Charter?
This Customer Service Charter is made in accordance with the requirements of the Local Government Act 1993 and outlines our commitment to customers in conformity with our mission statement and provides a formalised process for making complaints.
It summarises customers rights, the high standard customers can expect when dealing with Council and how a customer can proceed if dissatisfied with Council decisions or actions.
How to contact Council
Visit Council’s Offices during the hours of 8:30am to 5:00pm, Monday to Friday.
- Mail: to PO Box 63, Queenstown TAS 7467.
- Email: wcc@www.westcoast.tas.gov.au.
- Phone: (03) 6471 4700
More complex works requests may be required in writing, a works request form is available from the Council office, agencies and electronically.
Please note: Council’s Social Media channels are currently not regularly monitored.
How to submit a complaint
Complaints must be addressed to the General Manager and submitted in writing to:
- PO Box 63, Queenstown TAS 7467
- Emailed to wcc@www.westcoast.tas.gov.au
- Delivered to the Council office at 11 Sticht Street, Queenstown
Supporting documentation must also be included.
Unsatisfied with the Outcome?
If you are dissatisfied with the outcome of the internal review of Council, you have the right of review by the Tasmanian Ombudsman.
Complaints can also be directed to the Office of Local Government:
The Ombudsman
GPO Box 960 Hobart TAS 7001
1800 001 170
ombudsman@ombudsman.tas.gov.au
or
Office of Local Government
03 6232 7022
Frequently Asked Questions
To clarify our customer service standards for members of the public.
A customer is any person or organisation who has dealings with or is using the services of Council.
- Professional, courteous and confidential conduct.
- To greet you in a courteous and friendly manner.
- To communicate clearly and work with you to solve your request.
- That council will formally acknowledge receipt (within 2 working days) of a customer request, with further information to be provided to the customer as the request is progressed and actioned.
- A response or appointment to discuss, in writing within 15 working days of receipt.
- To treat staff with respect and in a civil and courteous manner.
- Respect the privacy, safety and needs of other members of the community.
- To provide information that is clear and concise.
- To put matters in writing or to make an appointment where required.
- Personal abuse, vulgar language, unacceptable or aggressive behaviour by phone, email or in person will be terminated immediately.
- If Staff members feel threatened by the language or behaviour of a customer they will be asked to leave, failure to do so will result in the Police being contacted.
- Threats made against Council or any of its Staff members will be forwarded to the Police.
- If Council decides to limit or cease responses to any such person behaving in this manner, the decision will be communicated in writing.
A complaint is an expression of dissatisfaction with a decision outside of a structured process, level or quality of service, behaviour of an employee or agent, which can be investigated and acted upon and has been specifically referred to Council for action.
- A request for service (unless no response to a first request) including damaged or faulty infrastructure, reports about neighbours, noise, dogs, nuisances, unauthorised building work or similar issues that fall into the regulatory aspect of our service.
- A request for information, explanation or disagreement of a policy or procedure of Council.
- An appeal or request for internal or external review of a decision for which a structured process applies, other than the complaint process.
- An expression concerning the general direction and performance or behaviour of Council or its Councillors.