Customer Service Performance

Council promises to: 

 

  • answer telephone calls quickly

  • have staff available at our Mullumbimby Service Centre during business hours to respond to your enquiries

  • keep Council's website and online services running 

  • for emails to Council's main email address - acknowledge emails immediately and provide initial responses quickly

  • for development services - to determine development applications under delegation in an average of 70 days and modification applications in an average of 50 days

  • for building services - to have 80% of construction certificate applications processed in less than 28 working days and 80% of complying development certificate applications processed in less than 20 working days

  • for residents using "Report It" services - to immediately provide an acknowledgement that includes a reference number

  • address issues reported with household waste, green waste or recycling bin services within 2 working days

     

We will report regularly on our progress with providing services that meet these promises. 

 

Council is building tools to monitor, report on and improve customer service. Where we can, Council is using the systems it already has in place but for some customer service performance data, measurement systems still need to be developed.  Also, some customer service measurements are taken at a 'point in time', every one or two years. Where this is the case, a measurement date is provided below. In all other cases, the measuring occurs on a regular ongoing basis.  

In addition to ongoing monitoring of services, Council measures customer satisfaction as part of the community survey it  conducts every two years. Download the most recent community survey results here

If you have any questions about customer services, our standards or progress towards achieving promises, please call our Customer Services Coordinator, Donna Tucker, on 6626 7056.

 

 

Promise June 2019 progress update Last 
Review
Date
Answer telephone calls to 6626 7000 in less than 60 sections Achieved -  average 41 seconds. 2017
Customer wait time at Mullumbimby Service Centre less than 2 minutes Achieved - average 70 seconds. 2017
Customer wait time for Development Support Services at Mullumbimby Service Centre less than 15 mins Measurement not  yet available  
Staff members from service areas will be available for counter enquiries at Mullumbimby Service Centre during business hours Not always achieved. Council needs to develop a consistent measurement tool
Website - Website available for customers to use 99% of the time Achieved - 99.98%
31/3/19
Website - Online services available for customers to use 99% of the time Achieved - 99.5% 31/3/19 
Emails to council@byron.nsw.gov..au - 100% acknowledged immediately  Achieved
Ongoing
Emails to council@byron.nsw.gov..au -  with initial responses provided within 7 days  Measurement not yet available  
Average time to determine development applications delegated to staff - 70 days Achieved - average 60 days, median 33 days 31/3/19
Average time to determine modification applications delegated to staff - 50 days Achieved - average 34 days, median 25 days 31/3/19
Construction certificate applications - 80% processed in less than 28 working days Not achieved - 57%  Ongoing
Complying development certificate applications - 80% processed in less than 20 working days Not achieved - 66% Ongoing
'Report It' services - 100% of customers using 'Report It' receive acknowledgement with a reference number Achieved Ongoing
Household waste, green waste and recycling bin requests for service resolved within 2 business days Achieved - average 1.79 working days 10/6/19