Customer Service Standards

Access and Inclusion

You can help us to meet our commitments to you by:

  • If English is not your first language or you need some help in understanding any of the services the City delivers, we can offer alternative formats and services.
  • We will provide accessible information upon request to people with disability.
  • Additional information is available here

Helping Us Help You

You can help us to meet our commitments to you by:

  • Having a note pad and pen by the phone when you call the City
  • Providing accurate and complete details when phoning us with any queries
  • Contacting the City to make an appointment if you have a complex enquiry or need to see a specific officer
  • Phoning the officer nominated on the correspondence sent to you

Your Responsibilities as a Customer

When you contact us you can expect to be treated with honesty, fairness, sensitivity and dignity. In return we expect that you will:

  • Treat our staff with courtesy and respect
  • Not be abusive on the telephone or over the counter towards our staff
  • Refrain from any type of malicious threat towards our staff in any City facility
  • Be open and honest in your dealings with us
  • Understand that the City of Greater Geraldton and its’ staff may exercise our right not to deal with you should your behaviour and/or actions be unacceptable
  • Understand that the City of Greater Geraldton has a responsibility to report all threats, implied or otherwise, direct to the Police Department

Personal Information Protection

The City values the privacy of its customers. Unless required to do so by law, we will keep your personal information confidential and not disclose it without your consent.

Freedom of Information (FOI)

The City adheres to the requirements of the Freedom of Information Act 1992.  The City’s FOI Coordinator will deal with all FOI requests in accordance with the Act and will ensure that requests are dealt with in the most timely and cost effective way. Information about how to lodge an FOI request is also available on our Freedom of Information Requests page. If you are unsure whether you need to lodge an application, please contact the city’s FOI Co-ordinator on (08) 9956 6600 or email