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.

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:

If you visit us in person, we aim to:

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

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:

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