The Town is committed to continuous improvement and welcomes your feedback and suggestions, which help us improve our service standards to meet the expectations of our customers.

If you have any suggestions or comments to make on your customer experience please share them via our online feedback form at www.cambridge.wa.gov.au/reportit or request a form from the following customer service locations:

Contact UsAdminstration Centre 1 Bold Park Drive Floreat WA 6014PO Box 15 Floreat 6014Monday to Friday 8am - 5pm

The Boulevard CentreLower level Cambrdige Library Building99 The Boulevard Floreat WA 6014Monday to Friday 9am - 3pm

08 9347 6000

mail@cambridge.wa.gov.au

facebook.com/townofcambridge

twitter.com/townofcambridge

TTY 133 677 (for hearing or speech impaired)

TIS 131 450 (translation and interpretation)

Feedback & Complaints

Customer feedback and complaints can be made to our Customer Services Department on (08) 9347 6000, by letter, email or online at www.cambridge.wa.gov.au/reportit

When making a complaint please:

• Talk us through what the complaint is about• Give us some background information• Tell us what you would like us to do• Work with us to reach a solution• Give us feedback on how we have responded

To action your complaint we will:

• Refer your complaint to the appropriate Officer or Manager• Contact you within 10 working days of receiving your

complaint, with either a complete response or with name andcontact details of the person dealing with the matter

• Keep you informed throughout the whole investigationprocess

If you are not satisfied with the way your complaint has been handled please ask to be referred to the Manager or Director who will personally investigate your complaint and make an independent assessment.

If your complaint has been independently assessed with a final review by a Director, and you’re still not satisfied, you may wish to contact the Ombudsman. The Ombudsman investigates complaints about Western Australian government agencies, including local government.

The Ombudsman is located at 44 St Georges Terrace, Perth or can be contacted on 08 9220 7555 or www.ombudsman.wa.gov.au

The Town’s feedback process is guided by the Complaints Policy which can be viewed online www.cambridge.wa.gov.au

Our commitment to you

Customer Service Charter

What is our Customer Charter?

What you can expect from usOur commitment to you is to:

• provide professional, polite and attentive service at all times• behave in an honest, ethical and accountable manner• respond to requests in a timely manner• keep you informed• offer accurate and consistent information• use processes that are transparent, effective and efficient• value your personal information and maintain your

confidentiality• provide comprehensive, accurate and timely information via our

website www.cambridge.wa.gov.au

How you can help us to help youHelp us to help you by:

• providing complete and accurate details when lodging a request• providing your full contact details (including name, address,

email, telephone number)• directly contacting the nominated officer listed on

correspondence sent to you• contacting us to make an appointment if you have a complex

request or need to see a specific officer• recognising the Town may not have the authority to deal with

your request and may need to refer you to another organisation• providing feedback to help us improve our service

Our service standardsVisit us and we will:

• ensure our reception areas are clearly signposted, easy to locateand accessible to all

• greet you promptly and offer assistance in a friendly,professional manner

• wear staff name badges identifying who we are and ourposition at the Town

• provide information and advice on a range of Council services

• aim to resolve your request at the first point of contact

Online we will:

• ensure our website is kept up to date• provide convenient online tools• engage with our community on issues that affect them• provide helpful Frequently Asked Questions and ‘how to’

checklists.

On the phone we will:

• answer calls courteously, identifying ourselves by first name andservice area

• strive to provide first point of contact resolution• transfer calls that require specialist assistance from another

service area• reply to phone messages as soon as possible• provide a direct contact number for future communications

when necessary

Email or write to us and we will:

• acknowledge all emails within one working day• respond to straight-forward1 requests for information within

two working days of receipt where possible*• respond to general2 enquiries within five working days• respond to complex3 enquiries within 10 working days• keep you informed

1 Straight-forward: basic, easily accessible information (ie. waste collection day, dog registration fee, etc)

2 General: information requiring input from one or more service areas that requires a degree of investigation

3 Complex:- information requiring research and/or specialist consideration and decision

* Advertising and/or marketing material, or mail that is deemed to not need a reply, is not guaranteed a response

Our Customer Charter is what you, our customer, can expect from us, how you can help us to help you, our service standards, and what you can do if you’re not satisfied with our level of service.