Through collaboration and engagement, Central Coast Council and the community have co-designed the Water and Sewer Customer Charter and Complaints Management Framework to ensure the services we deliver align with our customers' values.

The Customer Charter specifically highlights:

• our standard of service to you
• your expectations as a customer
• how you can help us to help you
• mutual rights and obligations

The Complaints Management Framework covers:

• council's commitment to customer complaints
• how we handle complaints
• our escalation and response process

As part of our ongoing commitment to improve customer outcomes related to Water and Sewer, we collected your feedback on the draft documents.

To progress to our current stage of improving our services, we have been fortunate enough to listen to residents and businesses share what they value most about their water and sewer services in various mediums. More details of this can be found on our 'Improving your water and sewer services' page.

Council sought your feedback on the draft Water and Sewer Customer Charter and Complaints Management Framework.

The community was invited to:

• view the Customer Charter and Summary
• view the Complaints Management Framework

Submissions were made until Wednesday 23 August 2023 via:

• online: submission form (preferred)
• email: ask@centralcoast.nsw.gov.au
• post: PO Box 20, Wyong NSW 2259 addressed to the Chief Executive Officer, Mr David Farmer.

When providing feedback to Council your attention is drawn to the provisions of the Government Information (Public Access) Act 2009 which allows for possible access to certain public and personal documentation. View our privacy statement.