Our Customer Charter

Putting our customers at the centre of everything we do

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Customer  Charter (PDF, 306.4 KB)

Our Customer Charter outlines our commitment to provide professional and seamless services to our community. We have an empowered, connected, resilient workforce, and a culture that supports us to perform at our best.

We have a shared purpose that serves to support and guide us, ‘Together we proudly enhance the quality of life for our community’.

Our commitment to you

We are committed to delivering the right services by actively connecting with our customers, meeting their expectations and making a difference now and into the future.

During all our interactions with you, we will:

  • Provide you with accurate, timely and consistent information
  • Treat you with respect, providing fair, unbiased and personalised service
  • Aim to resolve your enquiry at the first point of contact, or set clear expectations and commitments on the next steps
  • Keep you informed and follow up on our commitments
  • Recognise and respond to the diverse needs of our community and act with proper regard and sensitivity
  • Focus on solutions for you, the customer, where possible
  • Empower and train our staff to take ownership and delivery positive outcomes
  • Respect your personal information and privacy
  • Welcome your feedback and comments as a continuous improvement opportunity

How you can help us

To assist us in delivering quality customer service we ask you to:

  • Treat us and other customers with respect, kindness and behave in a polite manner
  • Provide complete and accurate details when making a request or seeking information so we can respond in a timely manner
  • Tell us promptly of any change to your name, contact details or circumstances
  • Provide complete and accurate details when making a request or seeking information so we can respond in a timely manner
  • Provide us with your feedback if our service does not meet your expectations and share your ideas on how we can improve

Council has a responsibility to provide its staff and customers with a safe environment.

Unreasonable customer conduct will be dealt with under the Unreasonable Customer Conduct Policy. This may result in council offering alternative or restrictive service arrangements.

Council also has a Customer Experience Strategy. This strategy details our commitment to be a customer-focused organisation and provides the framework for us to deliver services in a way that places the customer at the centre of everything we do.

Our customers

Our customers are people we service or interact with every day to deliver services within Ipswich. This includes residents, ratepayers, businesses, community groups, contractors, employees, elected members and governments.

Our principles

Our CARE principles form the foundation of our customer service.


We will deliver CONSISTENT experiences across channels by working as one team and meeting expectations every time


We will be APPROACHABLE by offering channels of customers’ choice to deliver personalised and relevant experiences


We will be RESPONSIVE by taking a data-driven approach to deeply understand customers and proactively respond to their needs continuously


We will be EFFICIENT by being easy and simple to deal with using automated processes, digital services and getting it right the first time

Tell us how we are doing

We are committed to recognising the importance and value of listening and responding to our customers


We encourage and welcome your feedback as it gives us the opportunity to recognise the great service provided by our staff. It also contributes to our continued improvement of customer service excellence.


If you are not satisfied with our service in any way, please let us know so that we can investigate the issue and identify and act on solutions where possible. This will allow us to work towards improving our service and continuing to strengthen our relationship with our customers. Council is committed to keeping our customers informed until a resolution is achieved.

Your feedback or complaints can be lodged via the online Feedback Form or email cmu@ipswich.qld.gov.au

We will protect your personal information

We’re committed to protecting the privacy and security of our customers. This includes respecting the confidentiality of your feedback and personal information in accordance with Our Privacy Statement.

We will consider your human rights

Council is committed to protecting and promoting human rights in all the work we do – from the decisions we make to the services we provide. This commitment is stated in council’s Human Rights Policy and reflects council’s obligations under the Human Rights Act 2019 (Qld).

How to contact us


07 3810 6666
Monday – Friday 8.00 am – 4.30 pm

In person

Ipswich City Council
Ground Floor, 1 Nicholas Street
Monday – Friday 8.00 am – 4.30 pm

Access secure undercover parking off Bremer Street

Emergencies07 3810 6666 (all hours)

PO Box 191
QLD 4305