Customer service charter

Customer service charter

Customer service centres

Our customer service charter

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 Chinese 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.

Clover Moore
Lord Mayor of Sydney

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 business services.

Our purpose

Our unique purpose at the City is to lead, govern and serve.  We are here to provide crucial facilities, programs and valued services for our community, and bring to life our goals to achieve Sustainable Sydney 2030.


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. 

How to get in touch

We offer a 24-hour call centre and aim to answer all calls within 30 seconds.

02 9265 9333
(24 hours, 7 days a week)

Online Services



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

Last updated: Thursday, 30 April 2020