Standards set for quality service

Customers at the heart of Council business

A new Logan City Council Customer Charter aims to improve the experiences of those in the community who interact with the organisation.

Mayor Darren Power said Council staff were committed to delivering high-quality services and the Customer Charter established clear expectations to achieve that.

This includes being easy to deal with, available when needed, being good listeners and getting the job done right.

“Our customers are many and varied – from residents and ratepayers to business operators, community organisations and even staff – so it’s important that we put them at the centre of everything we do,” Councillor Power said.

“In serving our community, we will do so with empathy, integrity and initiative.

“No matter how you interact with us, you can count on us and we care.

“We have set standards to help us deliver better services, which outline what you can expect when you deal with Council employees and the target timeframes for responding to your enquiries.”

The Charter also defines customer rights and responsibilities and the ways people can provide feedback or make complaints.

The Customer Charter is an action from Council’s Customer Experience Strategy 2020-2024, which aims to integrate people, processes and systems to ensure customers feel connected to Council.

“I’ve seen Logan City Council evolve over my 26 years as an elected member, and I know we’ll continue to meet the needs and expectations of our customers now and into the future,” Cr Power said.

The Customer Charter can be viewed online at logan.qld.gov.au/customercharter