26 August 2020
Residents can now choose to communicate with a Council Customer Service staff member through our new web chat option. Similar to other instant messaging services, residents are able to chat with staff in real time without having to pick up the phone or visit a Council building.
The Southern Downs Regional Council’s Customer Service team has been taking requests and listening to feedback regarding how services are delivered. Now, more than ever, having easily accessible online services is a major priority and much requested by residents.
Council is very pleased to announce the release of the new web chat feature available on Council’s website – www.sdrc.qld.gov.au.
Councillor for Corporate and Commercial Services Cynthia McDonald said that the addition of the web chat feature was introduced to provide an even more comprehensive and satisfying service for residents.
“We really want to ensure that residents are able to communicate with staff in a way that is most comfortable for them,” said Councillor McDonald.
“For people who are hard of hearing or who don’t feel comfortable phoning, this service provides the same level of quick service.
“Best of all, this service connects to a Southern Downs Regional Council staff member, so you can rest assured that you are dealing with someone who upholds our high level of professionalism and confidentiality.”
This addition to Council’s service offerings, coincides with the recent overhaul of the Customer Service Charter. This charter sets forth the service standards and how Council aims to achieve these standards, as well as Council’s values.
Councillor McDonald said that the Customer Service Charter has been completely rewritten to better encapsulate how Council engages with customers and encouraged residents to view the document.
The Charter lists how Council staff will work to deliver exceptional service for residents as well as the information and behaviour that Council expects in return; actions such as listening to you with respect and courtesy, handling your personal information with integrity, providing easy access to our services, and providing accurate and consistent information.
In return Council asks that residents provide accurate and complete information, have reference numbers and identification ready, and most importantly, that staff are treated with the same respect and courtesy they deliver.
The Customer Service Charter can be found on Council’s website at www.sdrc.qld.gov.au
Council would like to remind customers our opening hours for the admin offices are 8.30am to 4.30pm. Our phone services and web chat open at 8am and close at 5pm.
Residents can provide their feedback on Council’s new web chat service and Customer Service Charter by visiting the Council’s website, emailing mail@sdrc.qld.gov.au, phoning 1300 697 372, or via post to PO Box 26, Warwick QLD, 4370.
For more information on Council news, visit www.sdrc.qld.gov.au/news. Alternatively, call 1300 MY SDRC (1300 697 372), email mail@sdrc.qld.gov.au, or use the MySDRC app.