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  • Home
  • Our Community
      BackOur Community
    • About Scenic Rim
        BackAbout Scenic Rim
      • Visit Scenic Rim
      • Towns and Villages
    • For Residents
        BackFor Residents
      • What's On
      • Annual Events
      • Community Directory
      • New to Scenic Rim
      • School Immunisation Program
    • Community and Culture
        BackCommunity and Culture
      • Arts Ablaze
      • Arts and Culture
      • Healthy and Active Community
      • Grants, Funding and Awards
      • Schools and Education
      • Spring Creek Master Plan
      • Youth Programs
    • Libraries
        BackLibraries
      • Locations and hours
      • Services
      • Catalogue
      • eResources
      • Events and activities
      • Membership
    • Facilities and Recreation
        BackFacilities and Recreation
      • Skateparks
      • Campgrounds
      • Swimming pools
      • Public Memorials
      • Off-leash areas
      • Boonah Airfield
  • Our Council
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    • Councillors
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      • Mayor Greg Christensen
      • Division 1 Cr Derek Swanborough
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      • Division 6 Cr Duncan McInnes
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      • COVID-19
    • Economic Development
        BackEconomic Development
      • Why Do Business in the Scenic Rim?
      • Our Business Partners
      • Events
      • Funding Opportunities
      • Investing in the Scenic Rim
      • Tourism Development
      • Business Support
      • Regional Prosperity Strategy
      • One Scenic Rim
      • Scenic Rim Jobs
      • Business and Community Directory
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      • Waste Transfer Stations
      • Recycling and Waste Minimisation
      • Community Education
      • Sewerage and Wastewater Disposal
      • Waste Levy Information
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      • Cemetery Locations
      • Interment Database
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      • Road Updates
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    • Biodiversity
        BackBiodiversity
      • Catchment management
      • Flora and Fauna
      • Pest plants and weeds
      • Resilient Rivers Initiative
      • Sustainability
    • Environmental Initiatives
        BackEnvironmental Initiatives
      • One Million Trees Program
      • Environmental Grants
      • Habitat protection
      • Council Nursery
      • Scenic Rim Rivers Improvement Trust
  • Planning and Permits
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    • Animal Management
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      • Registration renewals
      • Cat Adoption
      • Declared pest animals
      • Wildlife
      • Noisy and nuisance animals
      • Prohibited and dangerous animals
    • Building and Plumbing
        BackBuilding and Plumbing
      • Building and plumbing information
      • Lodging a building and plumbing application
      • Backflow prevention devices
      • Building siting variation
      • Demolishing, removal and relocating buildings
      • On-site sewerage facilities
      • Rainwater tanks
      • Stormwater
      • Swimming pools and spas
      • Trees and dividing fences
    • Bromelton State Development Area
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      • About Bromelton
      • Development process
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Customer Charter

 

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  4. Customer Charter

Scenic Rim Regional Council Customer-led Vision and Customer Charter

Our customer charter sits at the heart of our organisation and drives everything we do.

Council adopted a new Customer Charter on 22 June 2020 to provide a long-term vision for its interactions with customers. The Customer Charter is the first deliverable in Council's focus on becoming a customer-led organisation.

The Customer Charter will be underpinned by a Customer Strategy and Customer Improvement Plans, which will guide our operational improvements and the changes necessary to improve our customers' experiences. These are currently under development.

You can read more about our journey in the following media releases and project update:

Media release: Scenic Rim Regional Council puts customers at its heart

Media release: Council charters its journey with customers

Customer Centricity Project Update: Sharing the research outcomes and progress towards a customer-centric organisation
 

VISION

Where we want to be in 10 years from now, lived now

Collectively proud

We’re proud, together.

As community, we’re proud to be part of the thriving region that is the Scenic Rim. As a team, we’re proud to work for Council and of what we stand for and deliver.

Council and Community are united, working together to achieve our goals for the common good.

We sit together at the table, in unity, not in opposition.

 

INTENT 

The intent that gets us out of bed in the morning

To be loved by our community 

You’re the ultimate reason we’re here. It’s important to us that you value the work that we do and that you love dealing with us.

Just because you can’t ‘choose’ us, doesn’t mean we shouldn’t try. In fact, if you had the choice, we’d want to be your number one.
 

FEELING

The intentional feeling we want to arouse in our customers

Assured

In all dealings you have with us, we want you to feel assured. Confident that we’ll do what we say we’ll do, that we’ll keep you informed, that we’re on your side.

We want you to feel safe, certain in the knowledge that we have your best interests at heart, whatever your goal.
 

TARGET

What we are aiming for in our operational delivery, every day

Be a step ahead

Our goal is to ensure we’re always on the front foot in everything we do, for you, our community.

We anticipate your needs, sometimes before you do. We know what’s important to you and actively look for ways to make your life easier.

We know the rules and how they impact you and your goals. We help you understand and navigate the complexity to make your journey as easy as possible.

We keep you informed on things that are relevant to you, so you don’t have to search for it yourself.
We’re one step ahead, yet we walk beside you, always.
 

COMMITMENTS

The promises we make to our customers

We’ll acknowledge you and listen to your needs

We won’t treat you like a number. We’ll treat you with the respect and care you deserve.

You matter to us. We care about what it is you want to achieve, and we’ll do our best to help you achieve it.
We may not always give you the answer you’d like, but we’ll do our best to get it for you if we can.

And if we can’t, we’ll treat you with care. We don’t like it when we can’t give you what you want. It affects us too. We’re in this together.

We’ll make dealing with us as easy as possible

We’ll connect you to who and what you need and help you navigate the tough stuff.

Dealing with government authorities isn’t easy. There’s a lot of us and only one of you. We will do our best to put you in touch with the right person, the first time.

We’ll keep it simple. We’ll put things in plain English, not technical jargon. We’ll make our processes as frictionless as we can so you can achieve what you want to achieve. We’ll help you make it happen.

We’ll be open and honest, always

We’ll be honest and transparent with you.

We won’t hide facts from you or keep you in the dark. If we can’t do something, we will tell you and if possible, we’ll work with you to find another way. We will always tell you the truth, as soon as humanly possible.

If something goes wrong or we mess up, we’ll step up and be there to help. If something is taking longer than expected, we’ll keep you informed. If we have to say no, we will own that decision, even if it’s not ours in the first place. We’re here for you.

We’ll follow through

When we make a promise, we keep it.

We’ll do what we say we’re going to do and keep you informed along the way. If we can do it quicker, we will. If we can save you money, we will.

You’ll never feel alone. When we begin a journey with you, we see it through to the end, regardless of the outcome. We’ll stay in touch and we’ll close the loop. We’ll be there.

We’ll put our community first

We’ll act in the community’s best interest, always.

Balancing the needs of individuals and the collective can be challenging, but we’ll do our best to deliver fair, reasonable, meaningful outcomes for all.

We’ll make decisions for long-term sustainability over short-term gains, always with our community in mind. We’ll avoid waste at all costs, operating for the good of the community in all that we do. We’re for the people.
 

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Our Council

  • Councillors
      BackCouncillors
    • Mayor Greg Christensen
    • Division 1 Cr Derek Swanborough
    • Division 2 Cr Jeff McConnell
    • Division 3 Cr Virginia West
    • Division 4 Cr Michael Enright
    • Division 5 Cr Marshall Chalk
    • Division 6 Cr Duncan McInnes
    • Register of Interests
  • Meetings and Agendas
      BackMeetings and Agendas
    • Archived meetings
    • 2021 Meetings
  • Administration
      BackAdministration
    • Organisational Structure
    • Corporate Publications
    • Councillors' Code of Conduct
    • Council Policies & Documents
    • Careers with Council
        BackCareers with Council
      • Working at Council
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      • Volunteering and Work Experience
    • Financial Information
        BackFinancial Information
      • Contracts and Accumulative Payments
    • Tenders and expressions of interest
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    • 2020 Local Government Elections
    • Customer Charter
  • Contact us
      BackContact us
    • General Enquiries
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    • Feedback and Complaints
  • Connect with Council
      BackConnect with Council
    • Have your Say
    • News and Announcements
    • Social Media
    • Online Requests and Feedback
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      BackStatutory Information
    • Right to Information and Information Privacy
    • Privacy Statement
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