Customer Service Standards

Financial Planning – Customer Service Standards

  • All telephone calls (from both internal and external customers) will be returned within one business day
  • All emails will be acknowledged within two business days.
  • All external inquiries will be acknowledged within one business day. Inquiries received via correspondence will receive response within 10 business days.
  • All internal inquiries (excluding Councillor inquiries) will receive an initial response within one business day.
  • All Councillor inquiries will be acknowledged within the current business day (if possible) or within one business day, with an indication provided as to when a final response will be returned.


Corporate Service Standards

The City's corporate online, email and telephone service standards support the delivery of exceptional, equitable and accessible customer service.