We respond quickly and effectively to your service requests by:

• having defined service standards for commonly occurring service situations
• making a commitment to “when” and “how” the service will happen
• providing clear outlines of obligations, where appropriate, for any commonly occurring services
• notifying you if there is a delay in the service we promised
• referring you, where appropriate, to alternative places where the service might be
• available if council is not able to provide the service you seek
• preventing unnecessary return visits or calls to council
• advising you promptly of the outcome of your request.

We provide all Council services in a friendly and professional manner by:

• treating you politely and with respect
• identifying ourselves when we talk to you
• listening carefully to what you say
• treating your personal information with confidentiality
• being helpful and sensitive to your needs
• being competent in providing the information and services that Council has determined to provide to its community
• being friendly as well as professional.
  

We will seek your input in regard to the provision of services by Townsville City Council by:

• asking for and considering your ideas into the development of products and services
• regularly seeking feedback on our service delivery
• honestly listening to and acting upon your feedback.

We willingly and reliably respond to complaints and errors by:

• listening carefully to your situation and clarifying your needs
• apologising where we have made a mistake or caused delays
• informing you of the options open to yourself and council
• taking ownership of any council errors
• acting to fix the problem rather than determining whom to blame
• rectifying problems and mistakes quickly where we are able
• following-up to ensure you know what we did.