Our commitment to you

Our Customer Charter(PDF, 361KB) sets out our commitment to you, our customer, and outlines the service you can expect from us.

Please refer to our Customer Service Standards(PDF, 195KB) for further information about our service delivery.

Customer Charter

What we do

Beyond rates, roads and rubbish, we provide a wide range of facilities, infrastructure and services to the community. When you walk along the lake foreshore, visit the library or art gallery, play on a sports field, enjoy the clean and tidy amenity of a picnic area or drop your child to a Lake Macquarie Family Day Care educator, you are benefiting from the work of Lake Macquarie City Council.

Our commitment to you

You can expect that we will:

  • tailor our response to your needs and provide you with the information you require
  • do what we say we will do and update you if we are unable to meet our commitments
  • monitor our performance through regular customer satisfaction surveys to ensure we are providing our customers with quality service
  • treat you with respect, integrity and honesty
  • aim to provide consistent and clear information across our communication channels
  • actively pursue continuous improvement and understand the needs of our customers now and into the future

Our people will:

  • greet you in a friendly way and identify ourselves
  • be open and transparent about our processes
  • communicate clearly and in plain language
  • be experienced and knowledgeable
  • treat every customer equally and sensitively
  • focus on helping you find solutions to your needs
  • take responsibility for answering your enquiry
  • have systems in place to ensure that we protect your confidential information


Our service

We will
Our standard
Answer your telephone call to the Customer Service Centre
80 per cent of the time within 60 seconds
Return your call
One working day
Acknowledge receipt of your email
One working day
Respond to your letter or email
10 working days
Respond to posts on social media
One working day
Greet you at the Customer Service counter
Within three and a half minutes on average

If you use our digital services, you can expect:

  • to contact us when and where it is convenient for you
  • the website to be easy-to-use, with clear navigation and content so you can quickly find what you need
  • that you can access our online services anytime
  • that if you sign up to receive our information, you always have the option to unsubscribe

To allow us to help, we expect you will:

  • provide us with information that is timely, accurate and complete
  • treat us with mutual respect
  • work with us to solve problems and reach resolutions
  • provide us with honest, constructive feedback on our service
  • contact us if you believe we have made an error or acted inappropriately


Feedback includes compliments, complaints, suggestions or any information about our program delivery, services, performance or adherence to our Customer Charter.

Feedback and complaints can be made by phone, in person, in writing, by email or by using our online feedback form.

While most problems can be resolved quickly, there are times when detailed investigation is required. We will keep you informed of the progress if this is the case. If you are still not satisfied after we have responded, you may ask for a review of our handling of the matter. The review process will determine if we acted according to our policies and guidelines.

Our Feedback Management Policy(PDF, 630KB) provides more detail on how we manage complaints, compliments and suggestions made to Council.