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 414.2KB).
Contribute
We encourage you to get involved in important projects that shape the future of the Inner West through:
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