Our Customer Service Values

Our Commitment

The City's Customer Service Charter states our commitment to provide you with quality services. It is an expression of the standards we have set for ourselves and by which performance can be measured. It also provides our staff with clear standards for which to strive.

This charter is reviewed and adapted to meet the changing needs of our customers.

The City is committed to service delivery excellence and to undertake all our activities in ways which achieve quality, effective and timely service to all our customers every time.

Organisational Values

The City works within a framework of five organisational values:



  • We will make our customers the focus of everything we do.
  • Our service will be fair, flexible, innovative and reliable.
  • We will show genuine concern for our customers. 


  • We will make trust the foundation of all relationships.
  • We will rely and depend on each other.
  • Our communications will be open and genuine. 


  • We will honour our commitments.
  • We will take responsibility for our own actions.
  • We won’t blame others.


  • We will treat others like we would like to be treated.
  • We will listen before we talk.
  • We will seek and value the contributions of others.


  • We will be united in our decisions.
  • We will be united in our actions.
  • Our strength will come from interdependence.