Customer Experience Charter
Our Commitment to Excellence
The City of Ryde Customer Experience Charter outlines our commitment to providing exceptional service to our customers. It defines the standards and principles that guide customer interactions, ensuring that customers receive consistent, high-quality experiences aligned with our values, mission and goals.
We genuinely value your feedback and see it as a vital part of our continuous improvement process. We are dedicated to listening, reflecting and responding to the needs and concerns of our customers.
At City of Ryde, our customers come from a range of communities including our residents, visitors, ratepayers, businesses and workers.
We strive to work collaboratively within Council to achieve our commitment to delivering exceptional customer experience.
Our vision
City of Ryde: The place to be for lifestyle and opportunity at your doorstep.
Our mission
To deliver the community's vision within a culture of innovation, resilience and an exceptional customer experience.
Our values
Health & Safety: We take personal responsibility for our own health, wellbeing and safety. As well as the health, wellbeing and safety of our colleagues and customers.
Excellence: We do the best we can for our customers and embrace innovation in the way we work.
Accountability: We are honest, transparent and act in the best interest of Council and the community.
Respect: We listen, seek to understand, and celebrate the diversity of the people within our organisation and our community.
Teamwork: We work within both our own teams and other teams to successfully achieve councils goals.
Our commitment to our customers
We will:
- Engage and consult with our customers on issues that affect them
- Listen to our customers and provide explanations for our decisions
- Be honest, transparent, polite and professional in our dealings with our customers
- Provide our customers with accurate, consistent and timely information
- When required, we will use the Translating and Interpreting Service or our staff that are language aids
- Be accountable for the information and service we provide
- Respect our customer’s privacy
- Respect the diversity of our community
Our standards
Our standards apply to all customer facing locations such as our Customer Service Centre, City of Ryde Libraries, Ryde Aquatic Leisure Centre. As well as all other interactions you may have with staff or when we are conducting work in our community.
When you write to us we
- Will send an automatic response to anyone who sends an email to cityofryde@ryde.nsw.gov.au
- Aim to respond within 10 working days when you contact us by email or mail
When you contact us by phone we will
When you visit us in-person we will
- Assist you as soon as possible; our goal is that you will wait no longer than five minutes
- Aim to have your enquiry addressed by the first person you speak to
Note: Complex enquiries may take more time to resolve, but we will update you as it progresses, and we will provide you with a reference number for your request.
When you contact us online
Our website:
- Has clear navigation prompts and a search function to help you find information that you need
- Provides online forms so that you can complete and submit a range of applications online and, in some cases make a payment
- Has a ‘drop down’ function to easily translate the webpage into our most common community languages
Our Social Media channels:
- Are monitored regularly and we respond as required. Customers are encouraged to report urgent issues via Council's 24/7 Customer Service line 9952 8222 or via our Report An Issue webpage.
When you provide feedback
We believe that every interaction is an opportunity to learn and improve, and we take the feedback we receive seriously. By actively listening and thoughtfully considering what is shared with us, we aim to provide timely, respectful, and appropriate responses that lead to meaningful change. It is a core part of how we improve our services and ensure that our customers feel heard and valued.
When you make a complaint
Complaints will be responded to promptly, courteously, fairly, in a timely manner and in line with Council's Feedback Policy.
If you make a complaint, we will:
- Endeavour to resolve the matter at the first point of contact
- Register your complaint/feedback, which will be referred onto the relevant Manager/Supervisor
- Consider your feedback with an open and unbiased view
- Wherever possible, work with you to resolve problems and achieve an amicable resolution
- For serious service level complaints, issue you an acknowledgement, investigate, and respond in a timely manner
- Aim to resolve most service level complaints in 5 to 15 days, depending on the complexity of the matter.
We acknowledge that sometimes, despite our best efforts, you may not be happy with the outcomes/decisions made.
If Council is unable to assist with your complaint, or you are dissatisfied with an outcome, we will provide you with reasons for our decision and if required, provide details of external organisation/s that you could contact.
How we can work together
You can help us by:
- Treating Council staff and other customers with respect and courtesy
- Provide the information we need to assist and listen to the information provided
- Understand that sometimes we will not be able to give you the answer you want. But we will explain the reasons and deliver the information in an honest, respectful and courteous manner
- Respecting the diversity of our community
- Provide compliments and complaints via 9952 8222 or cityofryde@ryde.nsw.gov.au
Privacy
The City of Ryde values personal privacy. When you contact us you may be asked to provide personal information. Personal information collected from you is held and used by Council under the provisions of the Privacy and Personal Information Protection Act 1998.
The exchange of information between the public and Council, may be accessed by others and could be made publicly available under the Government Information Public Access Act 2009 (GIPA Act). Further information is available here.
Contact Us
In Person
Customer Service Centre
1 Pope Street, Ryde NSW 2112
Open Monday to Friday, 9:00am - 5:00pm
Note: Opening hours on the second Thursday of each month are 10:00am - 5:00pm
Phone Enquiries
Customer Service Call Centre
Phone: 9952 8222
Open Monday to Friday, 8:00am - 5:30pm
Note: Opening hours on the second Thursday of each month are 10:00am - 5:30pm
After hours messaging service
Phone: 9952 8222
For all other contact information, visit the Contact Us page.
Provide Feedback