Customer Service Charter

Shire Vision

A welcoming and inclusive community with diverse regional partnerships that have created a vibrant and growing economy.

Shire Values

The Shire of Morawa is guided by corporate values and aspires to be:

  • Innovative and creative;
  • Collaborative through partnerships;
  • Open and accountable;
  • Strong leadership, governed by informed decisions; and
  • Listen, communicate and respond.

Feedback and Complaints

Our Shire values what you have to say, from compliments to works requests, complaints and suggestions for improvement.

Customer feedback and complaints can be made by completing a Feedback Form.

To action your complaint we will: 

  • Refer your complaint to the appropriate Officer or Manager.
  • Respond within 5 working days of receiving your complaint, with either a complete response or a timeline for completion of any remedy or resolution.
  • If you are not satisfied with the way your complaint has been handled, please ask to be referred to the CEO who will personally investigate your complaint and make an independent assessment. 

Our Shire defines complaints as an expression of dissatisfaction made about current Council policy or procedure, the standard or service, actions, or lack of action by the Council or its staff , affecting an individual customer or group of customers. 

A complaint is not a request for service, a request for information or explanation of policies or procedure or the lodging of an appeal.

A request for service is where you want the Shire of Morawa to take action, for example, your bin was missed on rubbish day.

Contact Method

Response Times

In Person We aim to greet you in a timely manner and respond to your issue/concern/query on the spot
Via Email/Website We aim to respond within 3 working days
Via Telephone

We am to answer within 5 rings

We aim to return phone calls / messages within one working day

Via Mail We aim to provide a response within 5 working days