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Customer Service Standards

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At City of Darwin, in order to create a great city, and a great Council, we put the needs of customers, residents, visitors, businesses and workers - first.

City of Darwin receives customer requests from various sources including:

Council receives a variety of customer requests, some of which are operational. Operational requests relate to the day to day service delivery and include for example; responding to potholes, public amenity and safety.  These requests will be dealt with in accordance with service standards with no further correspondence from Council.

Other requests may require further investigation. Examples include traffic management issues and tree investigations.  Council will acknowledge your request within five business days and provide an estimated time frame for action.

City of Darwin is committed to providing a quality service to our customers and stakeholders.  You can expect the following response timeframes when contacting us directly.

Request type Action Standard
By Phone Answer incoming telephone calls to land or mobile phones All calls will be answered or a call back made on the next available business day
In Writing Acknowledging your written correspondence received via email, online, social media, by App or by mail We will acknowledge your written correspondence within 5 working days and provide an estimated timeframe to action your request.
In Person We will acknowledge your presence. We will attempt to resolve your request in person or provide an estimated timeframe to action your request.

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