Customer Service Charter
At the Shire of Serpentine Jarrahdale, we're committed to providing friendly, respectful and reliable customer service.
Our Customer Service Charter outlines what you can expect when you contact us, how we'll support you and how we can work together to achieve the best outcomes for our community.
Our commitment to you
Whether you're making an enquiry, reporting an issue, submitting an application or accessing a service, we want every interaction with the Shire to be a positive experience.
When you contact us, we commit to:
- Acknowledging your enquiry and connecting you with someone who can help.
- Providing accurate information, advice and clear explanations for our decisions.
- Helping you understand and navigate Shire services and processes.
- Treating you with courtesy, respect and consideration for your circumstances.
- Keeping you informed about your enquiry.
- Letting you know about delays or changes and discussing available options where appropriate.
How to contact us
We offer a range of ways to get in touch. Choose whichever option works best for you.
Online
Submit a request, report an issue or access Shire services online at any time.
Online enquiries are ideal when you need to provide detailed information or would like a written record.
Request or report an issue →
By phone
Need assistance urgently or unsure who to contact? Give our team a call.
(08) 9526 1111
24-hour assistance
Call the Shire →
In person
We welcome residents who prefer to speak with us face to face.
Visit our offices during opening hours. Some specialist staff may require an appointment, so we recommend contacting us before visiting if you need to speak with a particular officer.
Locations and opening hours →
When will I hear back?
We'll acknowledge written enquiries and requests within three business days, either with a resolution or the details of the person assisting you.
My SJ – your services, online
Looking for a simpler way to connect with the Shire? My SJ brings a range of services together in one secure and convenient location.
Available 24 hours a day, seven days a week, My SJ makes it easier to:
- Lodge requests and submit applications.
- Track the progress of your enquiries.
- Access important records and information.
- Manage your interactions with the Shire online.
Whether you're a resident, business owner or community group, you can access services whenever and wherever it suits you.
Explore My SJ →
Connecting with us on social media
Our social media channels are a great way to keep up to date with Shire news, events, projects and community initiatives.
However, we're unable to manage or resolve individual service requests through social media. To make an enquiry or report an issue, please contact us directly using one of the options above.
Working together
We believe the best outcomes happen when we work together. You can help us provide the best possible service by:
- Providing complete and accurate information when making an enquiry.
- Keeping your contact details up to date so we can reach you if needed.
- Allowing reasonable time for requests and applications to be assessed.
- Avoiding multiple enquiries about the same issue.
- Reading correspondence carefully and responding to requests for additional information.
- Treating our staff and other community members with courtesy and respect.
We're committed to providing a safe and respectful environment for both our community and our employees.
If things don't go to plan
We understand that sometimes things take longer than expected or don't go according to plan.
If this happens, we'll:
- Keep you informed of delays and changes.
- Explain any circumstances affecting your enquiry.
- Discuss alternative solutions or options where possible.
- Continue communicating with you as we work towards an outcome.
Your feedback matters
Your feedback helps us understand what we're doing well and where we can improve.
Whether you'd like to recognise excellent service, make a suggestion or raise a concern, we encourage you to get in touch.
Contact us →