Our customer charter

We are committed to providing services that are consistent, reliable, easy to use, and meet your needs. And we regularly share how we are doing. 

Download a copy of the Customer Charter.(PDF, 17MB)


  • We continue to seek your feedback.

  • We find new and innovative ways to best serve you.

  • We use your feedback to help us improve.

  • We design our services to give you a great experience, and to help you quickly and simply complete your transaction.

We provide contact options that suit your needs:

  • telephone
  • online
  • live chat
  • website
  • letter
  • social media
  • face-to-face

We supply comprehensive, accurate and up-to-date information online for you to complete your enquiries and transactions.

We review our services to ensure they give you the best experience and meet your needs.

  • We take the time to listen and understand your enquiry.

  • We share what will happen next, and if there is anything you need to do.

  • We provide you with an expected response timeframe for your enquiry.

  • We explain the reasons for our decisions.


  • We deliver our services within the stated time-frame.

  • We explain why something is taking longer than anticipated.

  • We will try our best to contact you via your preferred channel, where possible.

  • We clearly explain our next steps if things don’t go to plan.

Our performance against our customer commitments is important to us. Where we can, we track how consistent, reliable, and easy to use our services are. Each quarter we report how we are tracking publically on our website. We regularly expand the list of services that we track and report on. We often ask for your feedback on how we did, using that data to help shape our process improvements. 

  • We are working on a new customer portal.
  • We are digitising forms online, so you can get in contact, register for a service, or request a bin - when you want, how you want.
  • We are constantly reviewing our systems to find new ways to improve your experience.
  • We are always looking for new ways to be more transparent on what we are doing.
  • As we strive to always be better, we are exploring new ways to be more accessible and inclusive.