Customer Care Policy

In relation to the services for which the Council levy and recover fees, tariffs or other payments, the Council hereby acknowledges the need to:

establish a sound customer management system that aims to create a positive and reciprocal relationship between users of the service and the service provider;
establish mechanisms for residents and users of the service to give feedback to the service provider regarding the quality of the service and performance of the service provider;
ensure that residents and consumers understand the cost involved in service provision, the reasons for payment of service tariffs, and the manner in which monies raised from consumers are utilized;
as far as is practicable, ensure that the consumption of services by individual households is measured through accurate and verifiable metering systems;
ensure that consumers who are required to pay for services receive regular and accurate accounts that indicate the basis for calculating the amounts due for rates and service charges;
provide accessible mechanisms for residents and consumers to query or verify accounts and metered consumption, and appeal procedures which allow residents and consumers to receive prompt redress for inaccurate accounts;