Palmy's Customer Charter

We’re proud that Palmy is home to people of different identities, interests, and backgrounds. Everyone deserves to feel safe and connected in our city and in our spaces, and we’re committed to making sure that is the case. We’re open to learning and helping our community to do the same through our facilities and services, so we can all be Palmy Proud.

Whether we’re helping you over the phone, in person or online, we want to ensure you get the best experience possible. But we need your help to make sure we can do that.

Our promises to you

• Your safety is our top priority – we look after your health, safety and wellbeing when you’re using one of our services or facilities.
•  We’re committed to our role as Te Tiriti o Waitangi partners and respect and embrace diversity in all its forms.
• We’re fair and impartial. We pride ourselves on being empathetic, respectful and listening to you to make sure we fully understand your concerns. We always speak in plain language too, ensuring everything is clear and easy to understand.
• We will connect you with the right person to speak to, quickly. If we can’t help immediately, we will give timeframes for when we will be back in touch and follow up! Giving you updates throughout the process if it’s complex.
• We know that sometimes you won’t agree with our decisions - but you can be assured we’ll give you the reasons why we’re making that call, and what your next steps could be.
• We will protect your information and keep your experiences confidential.
• We value your feedback, and we’re committed to learning, improving and adapting.
• We’re always here to help. We have a wide range of ways you can communicate with us, whenever and however is best for you.

To make sure you get the best customer service, we need your help too!

• Please treat our people with courtesy and respect, and work with us collaboratively.
• Please respect the rights of other customers and members of our community in our spaces.
• If you want to speak to a particular person, or your query is technical or complex, please give us a call to make an appointment so you have time to chat with the best person.
• Let us know as soon as you can if any of your personal information or details change.

We’re committed to ensuring our people feel safe at work, and we won’t tolerate any language or behaviour that makes them feel in danger, threatened or disrespected.

Our people have the tools and support for them to ensure they can escalate any concerns to protect their wellbeing, or that of our community. This may include referring you to a more senior staff member, ending a call or conversation, asking you to leave, or contacting the Police.