Customer Service Charter
The City of Victor Harbor Customer Service Charter is our promise to you. We’re committed to great customer service.
Our Customer Service Charter puts you at the heart of our service delivery. It outlines our commitments and expectations which centre around being accessible, respectful, informative and accountable.
Our commitment to you
- We will make sure contacting us is as easy and convenient as possible
- We will make sure information, resources and services are equally accessible to all
- We will greet you in a friendly manner and identify ourselves
- We will answer your enquiry promptly
- We will provide accurate and consistent information
- We will keep you informed of the progress of your enquiry
- We will be respectful, listen and respond to your concerns
- We will be helpful and sensitive to your needs
- We will respect your personal information and privacy
- We will communicate clearly, accurately and in plain language
- We will work with you on solving your enquiry, or refer you to an appropriate organisation if we are unable to help
- We will provide a process for providing feedback and making complaints
You can help us by
- Being courteous and respective to our staff, volunteers and other customers
- Providing us with complete and accurate information
- Keeping us up to date with any changes
- Letting us know when you need to speak to a staff member who has particular expertise
- Working with us to solve problems
- Providing feedback on our services
Our service standards
In person | Council: Library: Victor Harbor Visitor Centre |
Return your call | Same day if possible, or no later than the next business day |
Action or acknowledge written correspondence | Within 5 business days |
Action or update you with enquiry status | Within 21 days |
Provide an after hours emergency call service | Monday to Friday, 5pm to 9am Weekends and public holidays, 24 hours |
Respond on social media | Within 24 hours (or next business day) |
Keep you informed | Notify you if there is a delay to our service commitment as soon as possible |
Feedback
We always welcome comments or suggestions to help us improve our service. Feedback can be provided via:
- our website by using this online form
- email to localgov@victor.sa.gov.au
- post addressed to the City of Victor Harbor Att: Chief Executive Officer, PO Box 11, Victor Harbor SA 5211
- telephoning (08) 8551 0500
- talking to us in person at the Civic Centre, 1 Bay Road, Victor Harbor.
If you feel that we have not met the commitment and expectations set out in this charter, you may lodge a complaint using the same channels outlined above. We treat complaints and concerns confidentially and as a matter of priority.
For more information refer to our Complaint Handling Policy, Complaint Handling Procedure or Internal Review of a Council Decision Procedure.