Vision & Values

Connected Communities

Community life in the City of Kalamunda by 2031 is vibrant and inclusive. People of all ages and backgrounds are welcomed, valued and encouraged to be active in the community. Intergenerational programs and multi-use community hubs are accessible and inviting. Coordinated aged care, youth and early year’s services, and programs, meet the needs of residents through all stages of life. The needs and differences of our distinct local areas are understood and planned. Volunteerism is supported and promoted. Community groups work together to communicate and operate in a cohesive manner.

Valuing Nature

In 2031 our cherished forests, bushlands, waterways, habitats and open space are protected and flourish. Our stewardship of the natural environment includes protecting and enhancing our natural bush areas and biodiversity, renewable energy use, sensitive waste management, using our water sustainability and preparedness through effective bush fire mitigation. We recreate in harmony with nature, enjoying bushwalks, trails, picnics and a range eco-tourism offerings. We educate and encourage more citizens to be actively involved in sustainable living and volunteering to help care for our natural areas. Our agricultural industry is celebrated and supported to thrive. We will maintain our position of having the highest tree canopy levels in the Perth metropolitan area.

Creating our Future Together

By 2031 Kalamunda is easily accessible, to and from Perth City and, in and around the City. We have worked together to advocate strongly to be well connected via public transport, bike paths and footpaths, as well as telecommunications technologies. We have together built a strong local economy and support our small businesses, with a range of employment opportunities close to home. Together we have designed and planned for housing choices that are diverse, we have affordable housing options and we are supported to live in Kalamunda as we age. Our built assets meet our needs and are sensitively designed with the local built character, complementing our heritage and the natural environment.

In summary our vision is bold and courageous and we must strive to achieve it together if we want a future that provides us with purposeful and satisfying lives.

Core Values

• Service: We demonstrate a ‘can do’ attitude, we listen, we understand, and we go above and beyond when we serve others.
• Professionalism: We look, speak, act and do what it takes to show others we are reliable, respectful and competent.
• Quality: We think clearly, plan mindfully, act decisively, measure carefully and review regularly everything we do.

Aspirational Values

• Courage: We make brave decisions and take calculated risks to lead us to a bold and bright future. We show courage in our pursuit for the protection of the environment, for the well-being of our people and to support the economy.
• Diversity: We challenge ourselves to keep our minds open and looking for all possibilities and opportunities.
• Innovation: We believe in a workplace where you’re safe to try new things - where we can push the boundaries of the norm and learn from things that don’t always go according to plan. We strive for a just and blameless culture that respects people as individuals and paves the way to genuine learning and improvement.

Introduction

At the City of Kalamunda we know creating a great place to live, means openly communicating with our customers and the broader community, responding to enquiries efficiently, as well as listening and accepting feedback to improve your customer service experience. The Customer Charter is a statement of standards which summarises our commitment to you. Our vision is to make ‘our customers the ‘key influencers’ in the development, improvement and delivery of our services’. This means we aim to ensure all customer interactions with the City of Kalamunda are timely and meaningful. If not, we will use your feedback to improve them. Best practice customer service outcomes can only be achieved with a combination of high service standards, proactive delivery, and consistently improving processes and procedures.

Our Promise

We aim to ensure that customers:

• receive timely responses
• have meaningful interactions
• are made to feel like the only customer
• are helped to help themselves
• are informed and will help inform our services

Communication

Efficient communication is a vital part of customer service. We aim to respond and communicate with you within the following timeframes.

• Face-to-face - immediately during business hours
• Phone - in most instances we will answer your call at the time you ring, but if we can’t, please leave a message and we will call you back within 1 business day.
• Email - we will respond within 5 business days
• Mail - we will respond within 10 business days (Allowing for postage)
• Social Media – we will respond within 24 hours
• Online self-services are available 24 hours per day, 7 days a week

Requests

Customer Service Requests If your enquiry needs further investigation, we will enter it into our records system as a Customer Service Request which is tracked for a response within 5 business days. If we don’t have a resolution, in this time-frame, we will still get in touch to let you know the next steps to progress your enquiry and an expected new time-frame for a progress update, until the matter is finalised.

Help Us Help You

We want to provide you with the best possible customer service. To help us we ask that you please:

• treat our staff with courtesy and respect
• provide accurate and complete information
• advise us if your details change
• make an appointment for a complex enquiry or a need to see a specific officer
• work with us to reach viable resolutions
• give us feedback and make any suggestions for improvement.

We strive to ensure the City of Kalamunda is a safe and courteous place for all staff and customers. We are unable to serve, abusive customers who threaten staff, other customers or use offensive language. In the instance of a face to face interaction, officers may walk away. On the telephone, officers can terminate the call. If via electronic communication, the customer address may be blocked. A decision may then be made to cease all communication to such a customer. They will be notified of this in writing. Extreme and persistent threatening behaviour will be reported to the Police.

Please note, where requests have been received and lodged without correct contact information, our officers may not be able to conduct a follow-up and/or contact the requester with relevant status updates and/or clarification details. In some cases where information is missing, this may result in the request not being fully addressed.

Below is specific requests and the City's service standard time-frame to resolve them.