Our commitment to you

This Charter sets out what you can expect when you contact Glamorgan Spring Bay Council — whether in person, by phone, by email, or through this website.

When you contact us, we will

• Treat you with respect and courtesy
• Listen to your enquiry and confirm we have understood it
• Explain what will happen next and when you can expect a response
• Protect your personal information in line with the Personal Information Protection Act 2004
• Be honest about what we can and cannot do, and why

Response times

Channel	Acknowledgement	Substantive response
In person (during office hours)	Immediate	Same visit where practical
Phone	Answered in office hours: messages returned within 1 business day	Per channel standard
Email/website form	Within 2 business days	Within 10 business days for standard enquiries
Formal complaints	Within 5 business days	Within 28 days – See Complaints Policy
Planning applications	Acknowledgement on receipt	Per statutory timeframes under LUPAA 1993

What we ask of you

• Treat our staff and elected members with respect
• Give us accurate and complete information so we can help
• Let us know if your contact details change while a matter is being actioned

If we fall short

We want to hear when we have not met these commitments. See our Complaints Policy for how to raise a concern and how we will respond. If you are not satisfied with how we handle a complaint, you can refer it to the Ombudsman Tasmania (ombudsman.tas.gov.au).

Review

This Charter is reviewed annually. Last updated: [date].