Service Standards

Face to face

When you visit our offices we will -

  • Greet you immediately and provide you with professional, polite and attentive service every time
  • Wear name badges so we can be easily identified
  • Treat you with respect, courtesy and dignity
  • Listen to you carefully and fully consider your issues
  • Endeavour to satisfy your request at the time of your visit
  • Ensure that when enquiries of a technical or specialised nature are made at the front counter of the Geraldton Civic Centre or the Mullewa District Office, the appropriate officer will be called to assist if available.  If the matter cannot be dealt with at the time of your visit, contact will be made with you within 24 hours to arrange an appointment or to discuss the matter over the phone

On the telephone

When you phone us we will –

  • Answer the telephone within 3 rings
  • Introduce ourselves using our first name and our business unit
  • Provide a direct contact name and number where necessary
  • Return your telephone enquiry no later than the next working day
  • Take personal responsibility for and ownership of your enquiry to reduce transferred calls

We will also provide a 24 hour telephone service for after hours or emergency calls

In writing

When you write to us we will –

  • Reply to you in clear, concise, plain English that is easily understood
  • Send out standard information to you within 2 business days
  • Acknowledge your letter of general correspondence within 5 working days of receipt and provide a full reply to your letter within 10 working days

If your written enquiry (letter or email) requires in-depth research or follow-up that will take longer than 10 working days, we will acknowledge your correspondence and where possible provide an expected completion date

In general

  • We will take ownership of your enquiry, follow up and keep you informed of progress
  • Where information cannot be provided in the first instance, we will ensure you are contacted by the same officer or the officer who can best handle your request