Our customer service charter

We’re committed to excellence.

Published

We put the needs of customers – residents, visitors, businesses and workers – first.

Our customer service charter outlines our commitment to achieving our Sustainable Sydney 2030 plan to make Sydney green, global and connected.

As a green city, we strive to provide a quality environment for our residents, businesses, workers and visitors by being a leader through our outstanding environmental performance and new green industries.

As a global city we deliver outstanding customer service, world-class events such as New Year’s Eve and Lunar New Year and sustained investment in cultural infrastructure and services.

And we’re connected with you, servicing your needs with real-time information, online services, by phone and in person.

Lord Mayor
Clover Moore

Our commitment to you

We’re committed to excellence with:

  • prompt, friendly and ongoing customer service
  • active social media, informing you of what’s happening in your area and answering your questions
  • easy-to-use online services.

Our purpose

Our unique purpose at is to lead, govern and serve. We are here to provide crucial facilities, programs and valued services for our communities.

Feedback

Your feedback is really important to us. We use this information, whether positive or negative, to monitor and improve our service for the benefit of all our customers. 

Complaints and feedback proceduresDOCX · 136.91 KB · Last modified
Unreasonable conduct by customers policyPDF · 337.32 KB · Last modified

How to get in touch

We aim to answer all calls within 30 seconds.

02 9265 9333
24 hours, 7 days a week

[email protected]

Online Services

Twitter 

Facebook 

In writing:

City of Sydney
GPO Box 1591
Sydney NSW 2001

We will aim to respond within 10 business days. If the issue is complex, we will keep you informed of progress.

For further assistance

If you are deaf, or have a hearing or speech impairment contact us through:

National Relay Service

Translating and Interpreting Service (TIS): 13 14 50