Customer Charter

Why we have a Customer Experience Charter

Campbelltown City Council delivers a wide range of services that our community relies on every day.

This charter is our commitment to how we show up for you. It sets clear expectations for what you can rely on, and keeps us accountable to delivering a better experience.

This is the experience we want you to have every time you connect with us:

“We listen to understand and deliver supportive, accessible services that enable better experiences for all.”

At every interaction we want to ensure we are living our customer experience principles by

Responding with Care

We take the time to listen, understand what you need, and make sure you feel supported from the moment we connect.

Showing up consistently

We provide clear timeframes and follow through, so you receive a consistent experience every time you interact with us.

Providing clarity

We’ll speak in plain english, keep you updated as things progress, and let you know what to expect.

When you write

We acknowledge your enquiry within 1-3 business days We respond within 10 business days. For complex requests, we will keep you updated as it progresses.

When you call

We aim to connect you with a team member within two minutes, or Ensure we call you back by the next business day.

When you visit

We greet you and help you within five minutes.