Customer Service Charter

The Customer Service Charter outlines what customers can expect when dealing with Umguza Rural District Council and the level of service we aim to provide.

When you contact Council, we will:

• Greet you politely.
• Answer your telephone call promptly at 3rd ring.
• Treat you with respect and courtesy.
• Listen carefully to you, so that we may understand and respond to your needs appropriately.
• Communicate in a clear and concise manner.
• Take responsibility to assist you with your enquiry to the best of our ability.
• Provide choice in our delivery methods so that our services are accessible across the community.

Response times:

There are a number of ways you can contact Umguza Rural District Council to make an enquiry, request a service or provide feedback.

• Email/Online forms: We will respond within 5 working days
• Social Media: We will respond within 2 working days
• Phone: We will return telephone messages within the next working day
• In person: We aim to respond to your enquiry immediately or if this is not possible we will advise you when you can expect a response.

Decision making

When we make a decision, we will:

• Make decisions that are consistent, fair and in line with Umguza Rural District Council policies, and relevant legislation of the country.
• Communicate our decisions, and respond with any further action in a timely manner.

Feedback from you

• We welcome, at any time, comments or suggestions to help us improve our service to you. Additionally, we will:
• Monitor our performance constantly, and consult with our customers annually to help us better tailor our services to meet your needs.
• Review this charter as part of Umguza Rural District Council’s planning cycle, and consider your comments as part of the review every year.