Our service commitment:
The Western Metropolitan Regional Council is committed to providing you with the best possible customer service. This charter outlines the standards of service you can expect when engaging with the Western Metropolitan Regional Council in person, on the phone and online. This includes when you visit the West Metro Recycling Centre or interact with our staff at the office or elsewhere.
Our services:
- West Metro Recycling Centre: operates at Brockway Rd, Shenton Park as a waste transfer station and community recycling centre. Open for local government, commercial and residential use.
- WMRC Administration: located on Churchill Ave, Subiaco. This includes the Community and Education team which delivers complementary services such as:
- Verge Valet: contract management and community communications for pre-booked bulk and green waste verge collections.
- Recycling Hotline 9384 6711.
- Community tours, workshops, and events on waste avoidance.
- Schools program.
- Member Council staff support including information, waste reduction advice and services, waste communication materials, policy and advocacy support.
- Waste communications and education consultancy
Our Stakeholders and Customers:
- Councillors, staff and residents of our Member and Participating Councils.
- Local Government, commercial and residential customers who use the West Metro Recycling Centre.
- Community members and organisations with whom we engage at events, tours and schools.
- Councillors, staff and residents of other surrounding local governments and regional councils.
- State and Federal Government
- Other residents, waste management organisations, and small businesses
We value:
- Quality and reliability of our services.
- Transparency of our service delivery.
- Excellence in all that we do.
- Value for money.
- Sound risk management.
- Collaboration and partnerships.
- Community education and engagement.
We commit to:
- A safe working environment.
- Consistent, efficient, friendly and reliable customer service.
- Open, two-way, respectful, professional communication.
- Valuing your time and money.
- Following protocol and procedure where appropriate.
- Responding to and anticipating customer needs and expectations.
- Ongoing community consultation and engagement.
- Continuously improving our waste reduction and recycling performance.
We strive to:
- Provide safe, attentive, efficient, and friendly service at our Recycling Centre.
- Promptly answer all waste and recycling questions through our Recycling Hotline.
- Provide engaging, educational community events and tours.
- Provide relevant, helpful, up-to-date, information about waste management and our services through our user-friendly website.
- Provide informative, engaging, reliable and relevant content on our social media
- Acknowledge and reply to emails in a timely manner.
- Answer or return your phone calls promptly.
Our staff will:
- Take personal responsibility and accountability.
- Always do their best to assist you in a timely manner.
- Demonstrate high levels of internal and external customer service.
Implementation, Improvement & Innovation
We aim to fulfil our Customer Service Charter every day in all that we do. We seek to reassess and improve our Customer Service Charter along with our Strategic Community Plan on a regular basis. Whether you are a resident, business, council or staff member you have an important role in helping us to improve our customer service standards. We encourage open communication, invite feedback, compliments, suggestions and complaints. Your feedback provides us with valuable information and an opportunity to improve and develop our services.