Our Customer Service Charter
We are committed to delivering consistent, respectful and high-quality customer service to everyone who engages with us. Our Customer Service Charter(PDF, 2MB) sets out the standards we uphold and the values that guide every interaction.
Our customers
Our customers are anyone who interacts with or depends on the services of Toowoomba Regional Council. This includes residents, ratepayers, local businesses, government organisations, community groups and visitors. Our staff and contractors are internal customers essential to delivering our services.
Our customer service standards
We recognise that providing great service is more than just meeting expectations. It’s about building trust, being responsive, and creating positive experiences across all contact points, including in person, over the phone, and online. The Customer Service Charter(PDF, 2MB) is supported by service standards that guide how we respond to enquiries, requests and feedback.
Our commitment to you
We are committed to providing excellent customer service that is respectful, reliable and responsive, every time. We will:
- ensure our team members are well-trained and ready to assist you
- seek to understand your needs, take ownership of your interaction, and provide accurate, timely updates
- ensure our responses are fair, consistent and inclusive to everyone
- make information and support easy for you to access
- respect your privacy and protect your personal information
- take your feedback seriously and use it to improve our services.
How you can support us
To help us provide the best possible service, we ask you to:
- treat our staff with courtesy, respect, and kindness
- understand that we may need to verify your details to protect your privacy
- share relevant reference numbers when contacting us about an existing matter
- provide complete and accurate information to help us respond promptly
- keep us informed if your contact details or circumstances change
- work with us to find solutions when challenges arise
- share your feedback to help shape better outcomes.
We are committed to maintaining a safe and respectful environment for everyone. Unreasonable behaviour will not be tolerated.
Compliments and feedback
We value your feedback. It helps us understand what’s working well, where we can improve and what matters most to you.
What’s working well?
Recognise great service and leave a compliment.
How can we do better?
Share concerns or suggestions and leave feedback or lodge a complaint. Our Complaints Management Policy outlines how we handle complaints promptly and effectively.
Your personal information
Toowoomba Regional Council values your privacy and is dedicated to handling personal information responsibly. We follow the Information Privacy Act 2009 (Qld) and apply its principles to ensure your data is collected, stored and used with care and transparency.
You can find more information about how we manage and protect your personal information in our Privacy Statement and related policies.
Our channels
Our contact details and open hours can be found on our 'Contact Council' page.