Customer Experience Strategy

Council is committed to ensuring our customers’ interactions with us are positive, regardless of the service they use or the team they interact with.

The Customer Experience (CX) Strategy ( PDF, 3.11 MB ) is our commitment to being customer focused. The Strategy was formally adopted by Council at its Ordinary Meeting on 11 June 2025.

The implementation of key actions as part of the CX Strategy will make life easier for our customers through interactions that are easy, responsive, engaging and consistent.

The four key goals of the strategy are:

1. We deliver as one team with empathy and professionalism
2. Our people are capable, empowered and accountable to deliver a great customer experience
3. Our culture and behaviours are collaborative and customer-centric
4. Our technology and systems are customer-centric