Service Delivery Charter & Customer Feedback Management Procedure

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Service Delivery Charter

We are committed to providing quality customer service to all our customers (external and internal) and other stakeholders while striving to exceed their expectations.

We have developed a service charter that is aimed at enlightening stakeholders on the mandate of the Council, our Vision, Mission, Core Values, services

offered and the standards the Council has committed to uphold in an effort to continuously be of service to our customers. As a customer or potential customer, you are a stakeholder and you are entitled to know your rights and obligations.

This service charter is a statement of intent of our commitment to provide the best possible service standards to our customers. It sets out the standards you can expect from us and it is evidence of our resolve to offer the best service standards in the market. It sets out guidelines for service delivery to all our stakeholders.

We wish to enlist your support in ensuring that we offer excellent service through your feedback on how you view our service. This will enable us to serve you better. The hallmark of our service charter, in line with our core values is to ensure: -

a) You are treated with courtesy, consideration and our staff are always helpful
b) Your enquiries and needs are attended to promptly
c) We exercise the utmost integrity in providing services
d) We do not disclose any information about you without your consent, except as permitted by law.