Customer relations advocate survey

  • The City would like to ask you some questions regarding your recent experience in dealing with the City’s Customer Relations Advocate.

    The intent of this survey is not to seek feedback on the outcome of an issue being dealt with, rather the standard of customer service provided by the Customer Relations Advocate.

    Your feedback will help the City to maintain standards in the way services are delivered to our customers.

  • Contact Details

  • Any personal information provided will be treated confidentially, however, in order to have your comments considered as part of the survey process, your name and address must be supplied.

  • Your Reason for Contacting the City

  • Your Interaction with the City

City of Joondalup – Administration

The City’s Customer Care Centre is located at the Administration Building.

The friendly Customer Care team have a diverse knowledge base and can provide you information and assistance on a wide variety of City services, events and community consultations, including the following:

Community mediation service

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.

Types of issues

Examples of issues that can be mediated include:

Dividing fences

  • Erecting a new fence
  • Claiming part payment for a fence erected
  • Damage and repair of dividing fences.

Encroaching roots and branches

  • Overhanging branches into another property
  • Roots that encroach into another property
  • Cutting/trimming of branches and roots
  • Disputes related to damage caused by trees and other plants.

Please refer to the City’s Community Mediation Brochure for further information.

Customer service standards

The Customer Service Charter outlines the City’s commitment to provide you with quality services and standards. It also provides employees with clear standards to strive for in service excellence and to achieve the City’s vision and outcomes.

Helping the City to help you

You can help the City meet its commitment by:

  • Being courteous, polite and respectful of employees
  • Providing courtesy and respecting the rights of other customers
  • Being open, honest  and accurate when providing the City with details
  • Letting the City know when your situation changes, for example, your address or personal details change or your dog or cat registration detail change
  • Contacting the City to make an appointment if you have a complex or technical enquiry, or need to meet with a specific employee
  • Contacting the employee referred on any correspondence sent to you and quoting the reference number (if applicable)
  • Using appropriate channels for customer requests, complaints and compliments while using online social media channels for general dialogue
  • Working with the City to help solve problems
  • Informing the City where service has fallen short in order improve services
  • Recognising employees by informing the City when you have received excellent customer service.

Please find the Customer Service Charter attached to this page.

Providing feedback

For general feedback and compliments and complaints, please complete the City’s Customer Feedback Form:

Customer Feedback Form.

If you wish to review the City’s complaint handling process and make a complaint, please refer to the City’s Customer complaints article for further information.

 

Customer complaints

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:

Online

Customer service feedback

Other options

  • Complete a Customer Feedback Form at the City’s Customer Service Centre or any of the City’s leisure centres or libraries
  • Contact the Customer Relations Advocate on 9400 4942.
  • Write to the Customer Relations Advocate at:
    City of Joondalup
    PO Box 21
    Joondalup WA 6919
  • or email the City.

Customer Service

The friendly team at the Customer Service Centre have a diverse knowledge base and can provide you information and assistance on a wide variety of City services, events and community consultations, including the following:

Customer Service Centre location

City of Joondalup Administration Building – Ground Floor, 90 Boas Avenue, Joondalup.

The City may adjust its opening hours in accordance with public holidays throughout the year. Any adjustment of opening hours will be displayed via the News section of this website.

Normal opening hours: Monday – Friday, 8.30am – 5.00pm

Please note: payments accepted until 30 minutes prior to closing.

 

Customer service feedback

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.

  • In the Customer Service Charter, the City of Joondalup makes a commitment to giving the customer the best possible service.
    The City welcomes your suggestions, enquiries and feedback on service, whether positive or negative.
  • Postal Address
  • Drag me Drag your file here
    Remove
    Size:
    ...
    Browse Upload
    Size:

Customer Service Centre

The friendly team at the Customer Service Centre have a diverse knowledge base and can provide you information and assistance on a wide variety of City services, events and community consultations, including the following: