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Our promise to the community is to provide a wide range of accessible, high quality services to meet your needs. We will continue improving our service by asking for your feedback and measuring our performance. We hope that you’ll treat our staff with the same consideration.

View a copy of our Customer Charter and contact us if you have any queries.

Northern Beaches Council Customer Charter

This charter sets out our standards of customer service as we aim to deliver a wide range of accessible, high quality services to meet your needs. We are committed to continually improving our service by measuring our performance. Please treat our staff with the same respect and professionalism that we offer to you.

Our commitment to you:

  • fair, friendly, polite and respectful service delivery
  • resolve your enquiry at first contact or let you know the course of action to be taken
  • listen to your comments, suggestions and complaints
  • respect confidentiality

Help us help you:

  • treat our people with courtesy and respect
  • respect the privacy and rights of other customers
  • provide us with complete and accurate information
  • work with us to resolve problems and allow us an opportunity to address your concerns
  • provide constructive feedback so we can improve your customer experience

When you telephone:

  • answer your call to the Customer Service Centre within 30 seconds
  • give you our name and welcome you in a polite and courteous manner
  • take a message if the person you need to speak to is unavailable
  • return phone calls within two working days

When you use social media:

  • monitor social media and respond if action is required within 24 hours

When you write to us:

  • for general requests and enquiries, your correspondence will be responded to within 10 working days
  • for complex matters, it will take time to investigate and get the right response to you. In these cases, we will acknowledge your correspondence and keep you informed and updated with progress and expected completion timeframe every 20 working days

When you visit:

  • attend to you within five minutes of your arrival at the Customer Service Counter
  • show you amenities if meeting with one of our staff
  • explain if your appointment time is delayed

When you use the website for online requests:

  • provide you with an online reference number/ acknowledgement
  • refer your request to the relevant area within one working day

Feedback

We welcome your feedback to help us improve our service to the community.

Our service centres

Manly: 1 Belgrave Street, Manly
Dee Why: 725 Pittwater Road, Dee Why
Mona Vale: 1 Park Street, Mona Vale
Avalon: 59A Old Barrenjoey Road, Avalon Beach

Phone 1300 434 434 or online requests