TAMS Customer Service Policy

TAMS is committed to excellence in customer service.

We will:

• continually strive to make it easier for our customers to do business with us;
• implement innovative ways to deliver services, and provide a range of service options that best suit our customers’ needs;
• identify ourselves, deal immediately with the customer or find someone who can;
• listen to customers and endeavour to provide them with prompt solutions, not just answers;
• provide information that is accurate, complete and easy to understand;
• get back to customers to ensure they are kept up-to-date with actions we have taken;
• identify service level standards and aim to exceed these where possible;
• regularly seek feedback on our customers’ expectations and level of satisfaction; and
• act on feedback to continue to improve the quality of our service.

Background

The work of Territory and Municipal Services impacts on every Canberran, every day. The way we deliver our services is crucial to our reputation and the pride and satisfaction we take in our work.

If we meet, or exceed, our customer service standards the result is happy customers, a positive image, and justifiably satisfied and proud staff. The alternative is expensive, time consuming, negative and stressful. Territory and Municipal Services is therefore committed to excellence in customer service.

As a regulator, we will administer our rules and regulations fairly and impartially, and will use discretion in a manner that promotes consistency. We will explain our decisions and be conscious of the possible effects of these decisions. We will deal with complaints in a prompt and sensitive manner.

We will provide a working environment and the necessary management support and resources to foster our customer-focused culture. We will have the required skills and knowledge to deal with customer enquiries, and provide development opportunities to enhance these skills.