Customer Service Charter
Feedback
We value your opinion and want to hear what you think about the quality of our service. This may include compliments, concerns, complaints, or comments on our customer service to you.
To provide your feedback please complete the online feedback form.
Provide feedback to the City
Contacting the City
Our Customer Service Charter defines how we work with our customers daily. It sets the commitment and standard of service our customers can expect.
Our customer service extends beyond our frontline team. We recognise our customers are all individuals who think and feel differently about a range of situations and services that we offer. We want our customers to feel they can get in contact with us through their preferred method and we have developed principles as to how you can expect us to serve you.
By phone - we will
- Be available to answer your call to 9474 0777 – 24 hours a day
- Provide as much information as we can with clarity and confidence
- Answer 90% of calls within six rings
- Aim to resolve enquiries at the first point of contact. If this isn’t possible, you will be transferred to the relevant officer who will assist you or if they are unavailable, have them call you back no later than COB the next business day.
By email and letter - we will
- Provide a response within two business days even if your enquiry takes longer to resolve
- Read all the information and consider an appropriate response
- Complex enquiries will not take more than 10 business days to resolve. If we cannot meet this requirement, we will let you know why.
In person - we will
- Welcome you and make you feel comfortable whenever you enter our facilities
- Offer to meet with you if issues require escalation or have greater complexity
- Provide you with an alternative avenue if you do not wish to use our online services.
Online - we will
- Provide relevant and timely information via our City online communication channels
- Offer a range of ways for you to contact the City including online and digital platforms, and explore how to use digital services to improve our customer’s experience.
Customer Satisfaction Survey
In November 2024, the City conducted an independent survey of City of South Perth customers to measure recent performance. Using contact details captured through the City's Request Database, over 10,000 customers that had interacted with the City within the last 12 months were invited via email or text to take part in an online survey. The survey took around 11 minutes to complete and received 593 responses.
View the Customer Satisfaction Survey Snapshot.
Service Principles
When you interact with the City, we have identified how we want you and all our customers to feel and we have developed five core commitments with actionable behaviours that you can expect. We also acknowledge the role our customers play in order for us to deliver our service effectively.
Our Values
Our team members are motivated by our values and we bring them to life in our daily work. They are more than just words. They are at the core of how we interact with our customers. We believe the way we work internally can make a difference to our customers externally. Our values guide us when interacting with our customers.
Contact us
- Phone 9474 0777
- Email enquiries@southperth.wa.gov.au
- Opening Hours 8.30am-4.30pm, Monday to Friday
- Address Cnr Sandgate Street and South Terrace, South Perth WA 6151
