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Customer Service Policy and Procedures
Council is seeking community feedback on its Customer Service Policy and Procedures.
Customer experience was identified as a strategic priority by Councillors in November 2022, prompting a review of existing initiatives and documents.
A Customer Experience Framework is in development to align existing strategies, policies, and procedures under a unified approach and support Council’s commitment to delivering improved customer service.
The suite of documents on exhibition have been developed to improve customer experience through all interactions and communication between council representatives and our community. Updating and consolidating these existing governance documents sets a strong foundation for the Customer Experience Framework.
Have Your Say
Council is seeking feedback on the following documents:
- Draft policy 6.13 Customer Service Standards
- Draft Procedure 6.02.06 Compliments
- Draft Procedure 6.02.11 Complaints
- Draft Procedure 6.02.12 Managing Unreasonable Conduct by Complainants
- Draft Customer Service Charter
- Currently Adopted Policy 6.13 Organisational Service Standards
- Currently Adopted Procedure 6.02.06 Compliments and Complaints including Unreasonable Correspondent Complainant Conduct
The report presented to Council on 20 August 2025 is published on Council’s website
These documents will be exhibited for a period of at 28 days (21 August 2025 to 18 September 2025) and that submissions will be received for 42 days (2 October 2025).
At the conclusion of the public exhibition period, a report will be provided to Council prior to final adoption of the framework.
You can provide your comments by:
- Emailing: [email protected] with Customer Service Policy and Procedures in the subject line
- Posting a letter to: Chief Executive Officer, Bega Valley Shire Council, PO Box 492, Bega NSW 2550
If you have any questions please get in touch with us. Call 6499 2222 or email [email protected] for assistance.
Who's listening
Director Organisational Services
Bega Valley Shire Council
Phone: (02) 6499 2222
Email: [email protected]
© Bega Valley Shire Council 2025
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Contact Us
- 02 6499 2222
- [email protected]
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Zingel Place
PO Box 492
Bega NSW 2550 -
Monday to Friday 9.00AM to 4.30PM
Administration building Zingel Place Bega
Australia -
ABN: 26 987 935 332