MRC adopts new customer service policies

By Charmayne Allison

Sep 1, 2019

MURRAY River Council has developed a new Customer Service Policy and a new Feedback and Complaints Management Policy to help set a new standard for customer service across the organisation.

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The draft policies follow on from the adoption of the Customer Service Charter in April and are now on public exhibition.

MRC mayor Chris Bilkey said the documents would enhance council’s commitment to providing a high standard of customer service.

“Customer service is at the heart of everything we do, so we are going through the processes of implementing a range of strategies to optimise the level of service provided to our community," he said.

“I’d encourage residents to take a look at the documents on display and provide feedback where relevant to ensure we are on the right track to delivering an improved customer-focused culture."

The draft documents detail how council will deliver on its commitment to customer service through performance targets and measures.

There is also a focus on improving processes, timelines and making better use of technology.

“A customer oriented focus is not just the responsibility of those on our front desk; all our staff need to model this behaviour,” Cr Bilkey added.

The draft policies will be available for viewing in the coming week at murrayriver.nsw.gov.au

By Charmayne Allison

Senior Journalist