Our Customer Service Commitment

Date published: 20 November 2024

Townsville City Council's Planning & Development team has released its Customer Service Commitment.

Planning and Development is committed to delivering consistency, certainty and clarity to our customers.

Customer Service Pillars

If you...	We will
Engage with us early.	Clearly explain the application and assessment process. Proactively problem-solve and provide constructive guidance.
Provide us with all the information we need to process your application or enquiry and make a decision.	Adhere to both statutory and non-statutory time frames. Call you before sending important correspondence. Keep you regularly informed of your dealings with Council. Engage with you if additional information is required.
Communicate with us respectfully.	Show respect, courtesy and understanding. Acknowledge and respond to your enquiries in a timely manner. Ensure necessary staff are easily contactable.
Provide us with honest and constructive feedback.	Continuously improve our standard of service delivery.