[Cherie Muir]

Hey guys

Keen to know if basic* rating calls are not handled by your call centre / customer service teams in the first instance at your council.

*basic being things like:

-I’m the new owner, when will my name show on councils records?
-How do I sign up for direct debit?
-How do I change my mailing address?
-Has Council received my last payment
-603 verbal update (for accounts not in arrears)
-How to arrange a copy notice,
-what is the LV from my property?
-etc

We are particularly keen on how verbal 603 updates are handled at your council … ie. do all 603 updates go through to the Rates Team or does your call centre handle some (or all) verbal 603 updates?

Thanks in advance

[Pete Timmins]

Hi Cherie,

Our call centre handles all our basic calls which includes all our verbal 603 updates.

Regards
Pete

[Trevor Holland]

Hi Cherie

Our call centre handles basic calls including Section 603 Certificate updates.

Anything untoward or complex gets put through to Revenue Section.

Regards
Trevor

[Bradley Filmer]

Hi Cherie,

Our call centre handles basic calls including 603 updates, anything complex will come to the rates team.

Thanks,
Brad

[Ian Clayton]

Hi Cherie,

Basic calls are handled by our Customer Service team. Our 603 updates are done by the Revenue team. We do all our 603 updates via email, and have the request form on our website. Customer Service will send the requests through to us if they get a call.

Thanks
Ian

[Glenn Fitzgerald]

Hi Cherie,

Customer service, they put through any they can’t handle. Having said that, I would not mind having a dedicated rate phone number to ensure consistency.

Cheers

Glenn

[Karen Klaassen]

Hi Cherie,

All s603 updates come through to the rates team.
We place a memo in Pathway of the response provided and initial by the staff member, if arrears we also note when settlement is expected.

Thanks,
Karen

[Simone Fisher]

Hi Cherie,
Our Customer Service call centre handles basic rate enquires. This is a new change (approx. 6 months). Previously our 3 Revenue Officers handled all calls but with growth & increased work volumes it was becoming difficult to keep on-top of everything else without an additional resource so I have trained our customer service team & provided them with a basic enquires FAQ’s guide to ensure consistency with any information that they provide ratepayers. 603 updates are still handled by rates team only.
Thanks
Simone

[Robert Hay]

Hi Cherie

Customer service does the majority of our verbal updates with difficult ones (e.g. part year rating) coming through to us for action.

Robert

[Danielle Dwyer]

Hi Cherie,

We have done a lot of work to train our call centre team to answer all the basic rates questions. Doing this has reduced our call volumes dramatically. Any new starters in Customer service spend a few hours with us for training and this has really helped. The big winner for us is written sec 603 updates. We no longer do verbal, and this has really reduced our phone calls as well. Happy to let you know how I initiated this (including letting all our Solicitors & conveyancers know). Just remember knowledge is power so the more rates knowledge you share with your customer service team the more it will assist you.

Good luck!

Dani

[Andrew Butcher]

Hi Cherie
All rates, including 603’s enquiries are handled by the Revenue Team. They only respond to enquiries at the front counter, if they get difficult, they call us for support.
Regards,
Andrew

[Suzy Melki]

Hi Cherie
All s603 updates and enquiries comes through to the rates and Revenue Team. They only respond to enquiries at the front counter and call on the rates team for support or if it is a difficult Ratepayer.
Regards,
Suzy

[Tracey Walker]

Hi Cherie,

Our customer service centre handles all general enquires, the only things escalated to the Rates team are debt recovery calls.

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