Back

Draft Customer Service and Draft Customer Feedback and Complaints Management Policies

Public exhibition - Now closed

In September/October 2025, the City of Parramatta publicly exhibited the Customer Service Policy and Customer Feedback and Complaints Management Policy.

The Draft Customer Service Policy outlines Council’s commitment to excellence in customer service. It provides clear guidance to staff on expected standards and supports consistency of service delivery aligned with Council’s values and strategic vision.

The Draft Feedback and Complaints Management Policy forms part of Council's Code of Conduct framework. It aims to to facilitate the consistent, fair, transparent and equitable management of feedback and complaints provided by customers to Council. It does not apply to complaints regarding decisions or processes that have separate statutory or other legislative appeals processes. For example, objections relating to a planning application or appeals subject to parking infringements.

Please refer to the Resources section to read the draft policies and summaries of key changes.

Public exhibition period - Now closed

Submissions were welcome until 5pm on Wednesday 8 October 2025. Thank you to everyone that had their say.

Next steps

Following public exhibition and a review of all submissions, any necessary changes will be made and the policies will be presented to Council for adoption.

To stay updated, please FOLLOW this page.

The Customer Service Policy was originally adopted in 2007 and is subject to review every five years. 

 

The update reflects Council’s commitment to delivering consistent, high-quality customer service aligned with the City of Parramatta’s Community Strategic Plan and Parramatta 2050 Vision.

 

It incorporates evolving service expectations, accessibility standards, and feedback mechanisms to better meet the needs of our community.

This policy was first adopted in 2005 and is also reviewed every five years.

 

The update ensures alignment with the NSW Ombudsman’s 2024 Effective Complaints Management Guidelines and other recent legislative changes, and strengthens Council’s approach to transparency, accountability, and continuous improvement in how feedback and complaints are managed.

市议会致力于确保每个人都能获得所需要的信息。如果您需要以其它语言或格式获取信息，请致电 1300 617 058 或发送电邮至 participate@cityofparramatta.nsw.gov.au

如果您希望以其它语言进行电话交谈，请致电 131 450 联系 TIS 全国服务中心获取免费传译服务。告诉他们您想与 Parramatta 市议会通话和您选用的语言，他们就会为您接通。

카운슬은 모든 사람이 필요한 정보를 이용할 수 있도록 최선을 다해 지원합니다. 다른 언어나 형식으로 된 정보를 원하시면‚ 전화 1300 617 058번 또는 이메일 participate@cityofparramatta.nsw.gov.au로 연락하십시오.

다른 언어로 전화 문의를 원하시면, 통번역 서비스(TIS National) 전화 131 450번으로 연락해 무료 통역을 이용하십시오. 파라마타 시 카운슬과 통화를 원한다고 말하고 해당 언어를 선택하시면 연결됩니다.

काउंसिल यह सुनिश्चित करने के लिए प्रतिबद्ध है कि सभी लोगों को अपनी ज़रूरत की जानकारी सुलभ हो। अगर आप किसी अन्य भाषा या फॉर्मेट में जानकारी चाहते/चाहती हैं, तो कृपया 1300 617 058 पर कॉल करें या participate@cityofparramatta.nsw.gov.au पर ईमेल भेजें

अगर आप फ़ोन पर किसी अन्य भाषा में बात करना चाहते/चाहती हैं, तो निःशुल्क दुभाषिया सेवा के लिए 131 450 पर TIS National को कॉल करें। उन्हें बताएं कि आप सिटी ऑफ़ पैरामाटा काउंसिल से अपनी चुनी हुई भाषा में बात करना चाहते/चाहती हैं और वे आपको कनेक्ट करेंगे।

يلتزم المجلس بالتأكد من إمكانية وصول الجميع إلى المعلومات التي

يحتاجونها. إذا كنت ترغب في الحصول على معلومات بلغة أخرى أو نسق

آخر، يُرجى الاتصال على الرقم 1300617058 أو إرسال رسالة إلى

البريد الإلكتروني

participate@cityofparramatta.nsw.gov.au

إذا كنت ترغب في التحدث إلى أحد الموظفين عبر الهاتف بلغة أخرى،

TIS National اتصل بـ

على الرقم

131450

للحصول على خدمة ترجمة

مجانية. اخبرهم بأنك تريد التحدث إلى مجلس مدينة باراماتا وحدِّد لهم لغتك

المختارة وسوف يصلونك بالمجلس هاتفياً

Your language

Need an interpreter? Please phone TIS on 131 450.

If you are deaf and/or find it hard hearing or speaking with people who use a phone, please contact the National Relay Service at relayservice.gov.au and provide them the City of Parramatta contact number, 1300 617 058.

Timeline

  • icon
    September 2025

    Public exhibition commenced at 9am on Tuesday 9 September 2025
  • icon
    October 2025

    Public exhibition concluded at 5pm on Wednesday 8 October 2025
  • icon
    Late 2025

    Review of submissions and preparation of report to Council

Resources

Contact us

Need an interpreter? Please phone TIS on 131 450.

If you are deaf and/or find it hard hearing or speaking with people who use a phone, please contact the National Relay Service at relayservice.gov.au and provide them the City of Parramatta contact number, 1300 617 058.