(1)  A council must adopt a customer service charter on or before 1 January 2006.

(2)  The customer service charter is to –

(a) specify the principles relating to services provided by the council; and

(b) specify a procedure for dealing with complaints relating to services provided by the council; and

(c) include any prescribed matter.

(3)  The general manager is to make the customer service charter available –

(a) for public inspection at the public office during ordinary office hours; and

(b) on the council's internet site free of charge; and

(c) for purchase at a reasonable charge.

(4)  A council is to review its customer service charter within 12 months after a council election.

(5)  The general manager is to provide the council with a report at least once a year of the number and nature of complaints received.