Customer Service Charter

As a customer, it is your right to expect: 

  • friendly, courteous and respectful service
  • officer identification, either by personal introduction or name badge
  • prompt handling of all enquiries
  • your needs to be listened to and responded to
  • a telephone service that provides for minimum waiting times
  • a response to your telephone message before close of business the following working day
  • a counter service queuing time of less than five minutes
  • acknowledgment and advice regarding intended actions to your written enquiries within seven working days
  • the City of Hobart’s facilities to be maintained in a safe and proper manner to ensure your convenience and comfort
  • a standard of presentation and performance which, at all times, reflects the high quality of service appropriate to a capital city. 

Help us help you

  • Report any damage to Council infrastructure by phoning 03 6238 2711.
  • Advise us if your address or contact details change.
  • Provide as much information as you can when reporting any problems.
  • Let us know how we can continue to improve our service.
  • Treat our staff with courtesy and respect.  

How we maintain quality customer service

Customer requests procedure

We have a customer request tracking system which records all customer requests. You will be allocated a reference number to identify your request and an anticipated completion time frame.
To register a customer request please call 03 6238 2711.

Customer suggestions

Suggestions and ideas may be made in writing using our suggestion form.

Please post your form to Suggestion Scheme, GPO Box 503 Hobart 7001, email to coh@hobartcity.com.au or bring it in to the Hobart Council Centre at 16 Elizabeth Street Hobart.

You can phone 03 6238 2711 to be sent a copy of the suggestion form.

How to make a complaint

Complaints about services provided by the City of Hobart may be made:

  • by phone 03 6238 2711
  • in person at the Hobart Council Centre, 16 Elizabeth Street, Hobart
  • in writing to GPO Box 503 Hobart 7001, by email to coh@hobartcity.com.au.

Your complaint will then be directed to the appropriate division for investigation and response. 

Response to a complaint

You can expect either a written or verbal response to your complaint within seven working days, however, if we can't meet this deadline we will let you know. For example, if your complaint is complex and requires extensive investigation, we will keep you informed of progress. We will make every effort to respond to more complex complaints within 14 working days.

What if I am not happy with the resolution of the complaint?

The majority of complaints are satisfactorily resolved, however, if you are not satisfied with the outcome you may ask for a review of your complaint by the General Manager, who will re-investigate your complaint and inform you of the findings.

What do I do if I am still not satisfied?

You have the right to approach any of the elected Aldermen either in writing, email or in person. The Ombudsman may also review actions and decisions taken by the City of Hobart and is responsible to Parliament for investigating complaints made about administrative actions (or inactions) of Tasmanian Government departments, most statutory authorities and local government.

The Ombudsman is located at Level 6, 86 Collins Street, Hobart and can be contacted on phone 1800 001 170.

While you are entitled to refer your complaint directly to the Ombudsman at any time, we would encourage you to allow us to first investigate your complaint.

Reporting of complaints

In accordance with section 339F of the Local Government Act 1993, the General Manager will provide an annual report to the Council on the number and nature of complaints received. The Council will review this charter every two years.