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Melville Recognised Nationally for Great Customer Service

13 November 2018

The City was awarded the Service Champion Organisation of the Year – Government /Not for Profit at the 2018 Australian Service Excellence Awards.

The City of Melville has been awarded the Service Champion Organisation of the Year – Government /Not for Profit at the 2018 Australian Service Excellence Awards, demonstrating the City’s commitment to the highest standards of customer service excellence.

The Australian Service Excellence Awards are an annual event, and recognise best practice and innovation in customer service, highlighting its importance in today’s business climate.

The selection criteria for the Awards is based on the International Customer Service Standard (ICSS:2015-2020), a framework of 27 specific measures that are applied equally across organisations of all sizes and industries. The City has been certified against this standard since 2008.

This is the fifth year that the City of Melville has been a winner or service champion in these awards, demonstrating its long-standing commitment to delivering exceptional customer service.

City of Melville Mayor Russell Aubrey said the City takes a whole of organisation approach to customer service and actively promotes a culture that strives to exceed our customers’ expectations.

“All staff are trained in customer service and we have our The Melville Way booklet which articulates our customer service standards, as well as setting out guidelines such as customer response timeframes and how we respond to feedback,” Mayor Aubrey said.

“We have a Customer Service Charter which demonstrates our commitment to working in partnership with our customers to provide a high level of customer service, and also ensures consistency and sustainability in our service delivery.

“Staff are empowered to conduct themselves in a way that always ensures the customer’s needs are met, when it is legal, reasonable and safe to do so, and we continuously use customer data and insights to improve the way we do business in order to improve the customer experience.

“It is evident that this approach is helping us to exceed our customers’ expectations, and I’d like to congratulate and thank all City staff for their efforts in consistently delivering exceptional customer service to our customers.”

The City was also a finalist in the Service Excellence in a Small Contact Centre category.

For more information on the Australian Service Excellence Awards, including a full list of winners and service champions, visit

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