The Hilltops Council was created on May 12, 2016 as a result of the merger of the former Boorowa Council and the Harden and Young Shire Councils. During the first year, cultural values developed provided a framework for how we operate and include Customer-Centric Services, Collaboration, Communication and Continuous Improvement.
In order to improve our customer-centric services a Draft Customer Service Policy, Charter and Commitment Policy is now on public exhibition. This policy will provide a framework on the ways in which the council will deliver a consistent high standard of customer service to our community. This will include regular reporting back to the council on service delivery as well as a bi-annual community survey.
The council’s commitment to customer service includes the Complaints Management Policy outlining how complaints to the council will be managed and resolved.
The polices detail customer rights and responsibilities, provide council customers with a choice as to how they give feedback about services, provide a structure around responding to, recording, reporting and using feedback to improve service to customers and outline a process for how complaints will be handled by the council when a complaint is received about the standard of service.
Further, customer services will be improved through the implementation of the Technology One Local Government Information System and the new council telephone system.
Work is also being undertaken to identify the most frequently-asked questions and provide customer service manuals at each council office offering a consistent process for dealing with customer questions and needs.