Customer Service Charter
As a customer, it is your right to expect:
Help us help you
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.
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 firstname.lastname@example.org 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 email@example.com.
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.