Help us deliver great customer service

Consultation has concluded

The City of Kingston wants to deliver great customer service - it's at the heart of everything we do. But we need to find a balance between meeting diverse community expectations and budget constraints. We're looking for your help to solve this dilemma.

To help reach this goal, we're refreshing our Customer Service Charter. Everyone that lives and works in Kingston is encouraged to participate in co-designing a new charter that supports and guides Council's customer service delivery into the future.


Have your say

Members of the community were invited to provide feedback that was considered by the randomly selected panel of community members. This community panel met over three days and considered a wide range of input and views (including the results of the wider engagement process). This is an exciting new engagement approach for the City of Kingston, and the first time we have included deliberation as part of an engagement process.

Recruitment of the community panel was conducted independently - Council had no influence over the selection process, and the panel was chosen to be a representative of the demographics of the wider Kingston community.

A staff panel made up of both appointed and randomly selected staff members from across Council’s various service areas will now use the community panel’s recommendations to develop a final version of the Customer Service Charter. Randomly selected panellists on the staff panel will be independently selected, and will be broadly representative of the City of Kingston’s diverse staff team. Staff will be meeting over two days in November.

Public consultation ended at 5pm on Friday 15 September 2017.


The City of Kingston wants to deliver great customer service - it's at the heart of everything we do. But we need to find a balance between meeting diverse community expectations and budget constraints. We're looking for your help to solve this dilemma.

To help reach this goal, we're refreshing our Customer Service Charter. Everyone that lives and works in Kingston is encouraged to participate in co-designing a new charter that supports and guides Council's customer service delivery into the future.


Have your say

Members of the community were invited to provide feedback that was considered by the randomly selected panel of community members. This community panel met over three days and considered a wide range of input and views (including the results of the wider engagement process). This is an exciting new engagement approach for the City of Kingston, and the first time we have included deliberation as part of an engagement process.

Recruitment of the community panel was conducted independently - Council had no influence over the selection process, and the panel was chosen to be a representative of the demographics of the wider Kingston community.

A staff panel made up of both appointed and randomly selected staff members from across Council’s various service areas will now use the community panel’s recommendations to develop a final version of the Customer Service Charter. Randomly selected panellists on the staff panel will be independently selected, and will be broadly representative of the City of Kingston’s diverse staff team. Staff will be meeting over two days in November.

Public consultation ended at 5pm on Friday 15 September 2017.


Consultation has concluded
  • Community Panel presents final report to Council

    over 1 year ago

    The Customer Service Charter Community Panel met over three days of deliberations, developing a series of recommendations to Council as part of its final report.

    The next step of the project is for an employee panel comprising City of Kingston staff to review and deliberate the community's recommendations to assist with the development of a new charter.

    The final report can be accessed in the Document Library.

    The Customer Service Charter Community Panel met over three days of deliberations, developing a series of recommendations to Council as part of its final report.

    The next step of the project is for an employee panel comprising City of Kingston staff to review and deliberate the community's recommendations to assist with the development of a new charter.

    The final report can be accessed in the Document Library.