Customer Contact Strategy

Customer contact involves the interface between the City of Gold Coast and its customers via specific portals.

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Customer Contact Strategy

Customer contact involves the interface between the City of Gold Coast and its customers via specific portals (avenues).

Customer contact is different to customer service, which is about provision of products and services such as road maintenance and library services.

There are four main portals for customer contact, being:

  • face to face (at customer service points, through Councillors, field officers, rangers, life guards, home/site visits, etc.)
  • telephone (including telephone contact centres)
  • correspondence (including mail, e-mail, fax and SMS)
  • web-based/internet.

Refer to the Customer Contact Strategy (PDF 469kb) for more information.

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