The friendly team at the Customer Care Centre can provide you assistance with a wide variety of City services and information, including:
For information about the location and opening hours click the button below:
The friendly team at the Customer Care Centre can provide assistance with a wide variety of City services and information, including:
The City’s Administration Centre is located at 90 Boas Avenue, Joondalup, next to the Civic Centre, Council Chambers and Joondalup Library.
Our Customer Care Team is the first point of contact for requests, enquiries and feedback and are based in the City’s Administration Building.
Please use the search function at the top of this page for further information about the City, our functions and services.
The City’s Customer Service Charter outlines our commitment to provide customers an efficient, consistent and friendly customer experience while delivering the community a diverse range of services, programs and facilities which meet the changing needs and expectations of our residents, ratepayers, businesses and visitors.
The Customer Service Charter also identifies service standards you can expect from us, how you may help us to help you achieve these standards, and how you may also offer feedback to us in recognition of a good experience, or offer suggestions as to how we may improve the customer experience and services that we provide.
Please take the time to view our Customer Service Charter. A copy is also attached to download and hard copies are available at the Customer Care Centre Joondalup, Leisure Centre Craigie and our Libraries.
If you wish to provide feedback, please complete our online Customer Feedback Form.
Please refer to the following links for more information relating to our community mediation and complaint handling processes:
Disputes between neighbours can often lead to disharmony, frustration and/or anger. While it is better to resolve issues between the parties openly and respectfully to find common ground or a solution to the problem, sometimes communication can break down or a matter cannot be resolved. In these situations mediation can assist.
Mediation is a dispute resolution method where parties in dispute can meet with an independent and neutral mediator to help resolve disputes and negotiate a fair and workable outcome.
The first point of contact for mediation will be the City’s Customer Relations Advocate, and the process will be coordinated and conducted by the Citizens Advice Bureau (CAB). The mediation process is guided by two experienced and professionally qualified mediators.
Examples of issues that can be mediated include:
Dividing fences
Encroaching roots and branches
Please refer to the City’s Community Mediation Brochure for further information.
The City has a complaint resolution process based on best practice principles in complaint management.
The City’s Customer Relations Advocate oversees the City’s complaint process ensuring your concerns are handled in accordance with the City’s protocols and standards; this includes registration in our systems, follow up by the appropriate officer and area and an outcome provided to you.
When lodging a complaint, you can expect a response within seven days. However, if the matter cannot be resolved within seven days, the City will provide you an interim response with the name and contact details of the officer and area who is dealing with the matter. You will be kept informed of your complaint progress.
Please be assured that all information provided by you is treated with the utmost confidentiality.
If you would like to provide feedback about the service you have received, or a decision made by the City, you can contact the City below:
The City strives to deliver better customer service and encourages you to provide feedback. Whether you have a request for action, a compliment or a complaint, the City would like to hear from you.
The City has a formal procedure for following up on customer feedback, requests for action, compliments and complaints. This includes responding to you within given timeframes, as stated in the Customer Service Charter, entering the information into the tracking system, keeping you informed of the progress and ensuring an outcome is reached.