Shaping the Future: Customer Experience Action Plan Refresh

To view adopted Strategy To view adopted Charter

Overview

Council's Customer Experience Strategy 2021-2027 and Charter reflects our commitment to providing professional, responsive, and accessible service. It establishes clear standards for communication, ensuring timely responses, respectful engagement, and transparency.

With the current three-year action plan from the Customer Experience Strategy 2021-2027 now due for renewal, this is an opportunity to assess its effectiveness, refine key service standards, and adapt to evolving customer needs. Community feedback will play a vital role in shaping the next phase, identifying areas for improvement, and strengthening Council’s dedication to service excellence.

📣 FAST FACTS

On average each month, Council’s Customer Experience team is contacted by the community in the following ways:

To view the draft strategy

Click here

To view the draft Customer Experience Charter

Click here

Timeline

Timeline item 1 - complete

Council endorsed

Council adopted the Customer Experience Strategy 2021-2027 in August 2021.
View Strategy and Customer Experience Charter here.
Timeline item 2 - complete

Community engagement

The Action Plan incorporated in the Customer Experience Strategy 2021-2027 is up for renewal. The Action Plan Review Survey will open 9am, Monday 30 June and will close 9am, Monday 28 July 2025.
Take the survey here.
Timeline item 3 - complete

Review and analyse

We will be reviewing all the feedback and analysing what you have told us to develop an updated Action Plan.
Timeline item 4 - complete

Council meeting

A report will be presented to the Ordinary Council Meeting seeking endorsement to go to public exhibition.
CCL25/215 Report: Action Plan Review Customer Experience Strategy 2021-2027
Ordinary Council Meeting Tuesday 26 August 2025.
Business papers, minutes and the live stream for the Council meeting can be found here.
Motions Carried:
1. That Draft Customer Experience Strategy 2021-2027 and Draft Customer Experience Charter go on public exhibition for community feedback, for a period of not less than 28 days.
2. That a report of the public exhibition outcomes be prepared for Council.
Timeline item 5 - complete

Public exhibition

Public exhibition opens for submissions from 9am, Wednesday 27 August 2025 until 9am, Thursday 25 September 2025.
Documents can be viewed in person at the following locations:
Customer Experience Centres
Dubbo, Cnr Church and Darling Street
Wellington, Cnr Nanima Crescent and Warne Street
Mon-Fri | 9am - 5pm
Macquarie Regional Library
Dubbo Branch, Cnr Macquarie and Talbragar Street
Mon-Fri | 10am - 6pm
Sat | 10am - 3pm
Sun | 11am - 3pm
Wellington Branch, Cnr Percy and Maughan Streets
Mon-Fri | 10am-5pm
Sat | 9:30am-12pm
All formal submissions will be reviewed after the public exhibition concludes.
Timeline item 6 - complete

Council meeting

The report for Results of Public Exhibition: 2021-2027 Customer Experience Strategy, Action Plan Review will go to Council at the Corporate Services Committee meeting, 5:30pm Tuesday 14 October for adoption by Council at the Ordinary Council Meeting, 5:30pm Tuesday 28 October 2025.
View report CSC25/68, agenda, livestream, minutes and associated documents for council meetings here.
Motion Carried:
That the draft Customer Experience Strategy 2021-2027, attached as Appendix 1 and draft Customer Experience Charter, attached as Appendix 2, be adopted.

📝Make a submission

❓FAQ or ask us a question

FAQ

What will happen with the existing Customer Experience Strategy ?

What changes might be considered in the updated action plan?

What does the strategy focus on?

What is DRC&ME

Do you have a question?

Closed

If you have a question, please enter it below and our Customer Engagement & Insight team will answer within 2 business days.

Your Question Required

Provide a short summary of your question.

You have 150 characters left

Question Details

Provide detailed information relating to your question.

You have 500 characters left

Select Respondent

Select a respondent from the list that you would most like to answer your question.

Screen name Required

Email address

Moderation Policy

These are the people that are listening and responding to your questions.

Engagement & Customer Insights Team

Dubbo Regional Council

Filter by:

{{ question.username }} asked {{ question.submitted | formatDateRelative }}

{{ question.upVotes }} votes | {{ question.views ? question.views : 0 }} views

Do you like this question?

| Edited {{ answer.published | formatDateRelative }}

Was this answer helpful?

Answer this question

Question Respondent Required

Select the respondent who will be marked as answering the question

Answer Required

Provide the answer to the question. Answer can be saved as draft and published when complete.

{{message}}

No questions found

Document Library

Engagement Snapshot

Here is an overview of all the activities involving community for the purpose of participation.

View here

Help shape the way Council delivers Customer Experience

SURVEY NOW CLOSED

For further information

Customer Experience & Engagement Team
Dubbo Regional Council

Phone	(02) 6801 4000

(02) 6801 4000

www.dubbo.nsw.gov.au

P.O. Box 81
Dubbo NSW 2830

YourSay Dubbo Region

Shaping the Future: Customer Experience Action Plan Refresh

Overview

📣 FAST FACTS

To view the draft strategy

To view the draft Customer Experience Charter

📝Make a submission

❓FAQ or ask us a question

FAQ

Do you have a question?

Engagement & Customer Insights Team

{{ answer.respondent.name }}

Answer this question

Engagement Snapshot

Ready to have your say?

Contact Us

Social Media

ACKNOWLEDGEMENT

Shaping the Future: Customer Experience Action Plan Refresh

Overview

📣 FAST FACTS

To view the draft strategy

To view the draft Customer Experience Charter

📝Make a submission

❓FAQ or ask us a question

FAQ

Engagement & Customer Insights Team

{{ question.title }}

{{ answer.respondent.name }}

Answer this question

Ready to have your say?

Contact Us

Social Media

ACKNOWLEDGEMENT