Customer Care Policy

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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;

Click here to download the PDF for Customer Care Policy