Our service promise

Service Charter

In line with our Purpose, we are committed to be of service to our community and make the Inner West a great place to be.

In all our dealings with you we will:

  • Welcome you by providing a positive experience where you feel respected
  • Support you by addressing your individual needs and answering your questions using a solution-focused approach
  • Be empathetic, flexible, responsive and seek your feedback so you are understood
  • Connect you to the relevant services
  • Be transparent so you are certain about the course of action to be taken
  • Refer your request to external agencies when required
  • Provide you options along with accurate and relevant information
  • Value and maintain your privacy and the confidentiality of your information
  • Escalate your request when required so it gets the appropriate attention
  • Not close your request until it is addressed. 

Download our Service Charter (PDF 138.8KB).

Our service standards

Regardless of which channel you choose, we will:

  • Acknowledge receipt and provide a timeframe for response
  • Offer to organise a face-to-face meeting or call
    you if required in addition to sending you an email
  • Provide a reference number for your request through your preferred channel - email or SMS
  • Direct your enquiry to the relevant Council area
  • Give urgent requests immediate attention.

If you telephone us, we aim to:

  • Answer your call within 60 seconds at our Call Centre
  • Return your call within 24 hours.

If you visit us in person, we aim to:

  • Attend to you within 3 minutes of your arrival.

If you use our online portal - Get it done online, we aim to:

  • Make it available, anytime, anywhere on any device.

We aim to resolve 80% of your requests within 10 business days based on the urgency and severity of your request, with the exception of:

  • Work requiring construction, access to information and other matters bound by regulated timeframes.

For the times we don't get it right, we have a Complaints Handling Policy (PDF 605KB)


We encourage you to get involved in important projects that shape the future of the Inner West through:

Local democracy groups

Local democracy groups

Person speaking to a crowd of people

Local Matters Forums

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Your Say Inner West

We value your feedback

We welcome constructive feedback in person or online so we can continuously improve your experiences with Council.

Let us know how we're doing

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Page last updated: 17 May 2024