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Draft Customer Experience Charter

Project Overview

Three City of Port Lincoln Customer Experience staff

The City of Port Lincoln invited community feedback on its Draft Customer Experience Charter, which aims to improve service delivery and enhance the customer experience. Feedback was open from Thursday 20 March to Monday, 14 April 2025.

The Draft Customer Experience Charter defines Council's commitment to delivering high-quality service, support, information and advice to the community. It aims to enhance customer satisfaction by establishing clear service standards, response timeframes, and improved avenues for communication, and escalation points.

The Charter defines the service commitments made to customers and details how these will be fulfilled. It reflects Council's dedication to collaborating with the communty to deliver accessible, responsive, and customer-focused services.

Council is committed to establishing a customer-centric culture, embracing innovative service improvements to enhance the customer journey, and ensuring consistent and accountable performance to meet community expectations.

The Draft Customer Experience Charter is available to review in the Key Documents section on the right. Hardcopies were also available at the Council Office and Port Lincoln Library during the consultation period.

  • Council Resolution CO 25/066 - Public Consultation - Proposal for implementation of a Customer Experience Charter

    That Council endorse the Draft Customer Experience Charter (with minor amendments as discussed at the meeting), as annexed to this report (document 66638), for the purpose of community and stakeholder consultation, with the inclusion of the proposed Customer Experience Goals, key performance indicators pursuant to the Local Government Act 1999 and Council's Public Consultation and Community Engagement Policy. 
  • Consultation Open - 20 March 2025

    The public consultation period runs from Thursday 20 March to 10am on Monday 14 April 2025
  • Consultation Closes - 14 April 2025

    The consultation period closes on Monday 14 April 2025, 10am
  • Ordinary Council Meeting - 22 April 2025

    Present any written submissions to Council for consideration and finalise and adopt the Customer Experience Charter

Have Your Say

Members of the community were invited to comment on the Draft Customer Experience Charter during the public consultation period which ran from Thursday 20 March to 10am on Monday 14 April, 2025.

Council decision

At the Ordinary Council Meeting held on Tuesday 22 April, 2025:

  1. Council noted that the consultation period for the consideration of the draft Customer Experience Charter ran from Thursday 20 March 2025 to Monday 14 April 2025 has now closed; and that there were no submissions received from the consultation process;
  2. Having regard to the process undertaken, is satisfied the community consultation has met the requirements of Council's Public Consultation and Community Engagement Policy; and 
  3. Adopt the "Customer Experience Charter" as presented as an attachment to this report (Doc 64706) - Refer 22 April 2025 Agenda Item 12.4 in key documents. 

Any questions on the Draft Customer Experience Charter can be directed to Council's Executive Manager People & Culture, Theressa Pitt on 8621 2300 or email plcc@plcc.sa.gov.au

Key Documents

Key Contact