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Meeting Customer Needs

The Customer Services Agency is the first point of contact for the majority of Dunedin City Council's customers.

Role of the Customer Services Agency

Handling over 300,000 telephone calls and serving 120,000 walk-in customers every year, Customer Services staff aim to resolve as many enquiries as possible the first time the customer makes contact. In fact, the Customer Services Agency is committed to resolving over 80% of calls in this way, so if we cannot answer your enquiry personally, we will find someone who can help.

Of course, we cannot guarantee that the relevant person will be there, so if they are not available, we will ensure that your enquiry is recorded and passed to the person best suited to providing the answer.

Resolving enquiries the first time is important, but so too is providing a prompt, efficient and professional service. To this end, we are also committed to answering over 95% of telephone calls and to doing so within 15 seconds.

If you have any comments, complaints or suggestion on the Customer Services Agency, you can contact the Manager, William Robertson by e-mail: wroberts@dcc.govt.nz, telephone 03 477 4000 or by calling in to the Customer Services Agency on the Plaza Level of the Civic Centre.