3000 kb - Mid Western Regional Council - NSW Government

Customer Relations
This section of the Plan outlines Council's intentions in customer relations to ensure its
customers are satisfied with the sewerage service provided.
In the area of customer relations the aim is to maintain good customer relations through
the provision of a quality service, keeping customers informed of Council’s intentions, and
responding to customer and community needs. Council believes it operates a service that
is reliable, has good quality water and provides a quick response to problems with the
system.
Customer satisfaction can be measured in a variety of ways to give a valid indication of
the extent to which customers feel satisfied with the type, quality, cost and performance of
service provided. Keeping customers informed is agreed by Council to be important for
good customer relationship. Methods employed include:
• Council’s Community Newspaper;
• Being responsive to customer needs;
• Town and village forums held throughout the Region;
• Public forums at Council meetings;
• Council website;
• Published levels of service; and
• Annually report on achievements, performance etc
Adherence to the published Levels of Service is important and advance notification of any
planned failure to comply with the levels of service should be given wherever possible.
Performance monitoring and reporting is very important for updating and review of the
Strategic Business Plan.
In order to carry out Council’s mission to focus on the community expectations, a level of
communication is required so that the community is satisfied that the Council’s decisions
are responsive to their needs. A complaints record system does exist and Council intends
to implement a customer focussed, socially responsive communications system for
service provision issues. The Council will record problems and complaints and analyse
them to identify where conditions are deteriorating. Actions will then be taken to improve
these situations.
Council has identified the following issues vis a vis customer relations:
• Documenting customer relations procedure
• Annual customer satisfaction survey
Page 50 Part B - Strategic Plan Mid-Western Regional Council
Strategic Business Plan for Sewerage