At all times
When you want to contact us
When you telephone
When you write or email
If you have a complaint
If you request repairs or maintenance works to Council infrastructure

At all times

• We will deal with you in a polite and helpful manner.
• We will constantly look for ways in which our service can be improved.
• We will listen to you and take your views into account.
• We will provide you with as much information as possible.
• We will treat you fairly and take account of your particular needs.
• We will respect your right to confidentiality.

When you want to contact us

You can call in person, telephone, write to us or use e-mail and our between the hours of 8:00am and 4:15pm, Monday to Friday.

When you telephone

We will answer the telephone promptly, courteously and your enquiry with directly without unnecessary transfers. If we cannot deal with will give you the name of the person it will be referred to.

When you write or email

We will reply within ten (10) working days. Our response will be either in full, or as an acknowledgement outlining the name of the person handling the matter. All correspondence will be as prompt as possible, courteous and written in plain English.

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If you have a complaint

We want to know about it as we our continuous improvement process.

• We will investigate it and try to put things right
• We will acknowledge your complaint (whether formal or informal) in writing.
• We will resolve your complaint to the best of our ability within ten (10) working days and will contact you again to check

If you are not satisfied, you will have the right to have your complaint investigated further and the right of appeal.

If you request repairs or maintenance works to Council infrastructure

• We will repair potholes on sealed roads within seven (7) days of reporting.
• We will repair or remove dangerous road signs within one (1) day of reporting and defective signs will be repaired or replaced within seven (7) days of reporting (subject to availability).
• We will make safe trip steps on footpaths within one (1) working day of reporting and repair them within 21 days of reporting.
• We will respond to requests for works in public parks or reserves within seven (7) days and undertake approved works within a reasonable.
• We will clear blockages of the stormwater drainage system that are likely to cause property damage within 12 hours of reporting.

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If you wish to discuss any of our services, please contact the Customer Service Officer.

Vonnie Carter

Customer Services Officer

Phone: (08) 8972 5500

Fax: (08) 8971 0305

Email: recordsSPAMFILTER@ktc.nt.gov.au