Chartering a better way forward for serving Ipswich

10 August 2023

An inaugural Customer Charter is being rolled out across Ipswich City Council from today, outlining council’s ongoing commitment to providing professional and seamless services to the community.

The charter is a key deliverable in council’s Customer Experience Strategy, highlighted as a priority in council and the community’s shared vision in the organisation’s 2021-2026 Corporate Plan, iFuture.

Ipswich Mayor Teresa Harding said the charter places council’s customers at the centre of everything the organisation does.

“Improving customer experience is an unwavering focus not only within our organisation but for every Councillor serving our communities city-wide,” Mayor Harding said.

“The charter outlines our commitment to you, our customers, to deliver the right services by actively connecting with you, meeting your expectations, and making a difference now and into the future.

“Our purpose at council is ‘together we proudly enhance the quality of life for our community’, and it starts with demonstrating consistently that we listen, we care, and we deliver great everyday experiences – every day.

“Whether you are enquiring about financial support for local traders, paying a bill or accessing a council park or swimming pool, we know every interaction can have an impact on your day-to-day life.

“No matter how a customer engages with council, it is our job to ensure a seamless and consistent experience and to empower every employee to make every moment matter.”

Council’s customers, including residents, ratepayers, businesses, community groups, and contractors will start seeing the charter displayed at customer service touchpoints throughout the city and are encouraged to provide feedback if their customer experience does not live up to what is committed.

Community, Culture, Arts and Sport Committee Chairperson Councillor Andrew Fechner said the new customer charter outlines what customers can expect during interactions with council as well as how customers can assist.

“Ipswich City Council is making every effort to ensure we deliver what we say we will and be consistent, approachable, responsive and efficient,” Councillor Fechner said.

“Beyond building trust and confidence in council as an organisation and respected leader, there are many benefits to placing customers at the centre of everything council does.

“From improving internal efficiencies in preparation for booming population growth to reducing costs in service delivery, the benefits in getting customer experience right are endless.

“We owe it to our community to lead from the front and deliver best-practice services of which we can all be proud.”

To view Council’s new Customer Charter, visit

To view council’s Customer Experience Strategy, visit

To read more about iFuture, visit