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What is this template for?

This template outlines clear expectations regarding ownership, accountability, roles and responsibilities between the statutory planning team and internal referral departments. It aims to ensure that the proper commitments are in place to provide consistent internal referrals advice and service delivery to the statutory planning unit by internal referral departments.

Instructions for use

The template can be customised to meet your council’s internal referral service level requirements.

Updating text on the template

The service level agreement template sets out an example agreement and service standards. These examples may not fully reflect the expected or realistic service levels in your council and should be edited as required to reflect this.

You should also add your letterhead or logo/standard headers and footers to identify your council.

Where should the template be available

This template is an internal facing document intended to inform and guide relevant staff. The service level agreement should be saved within council’s internal systems, in an easily accessible location for staff to find and refer to.

Tips to get the most out of this template

For this template to be most effective at your council, we recommend:

  • Customising the tool to reflect accurate service level expectations
  • ensure the agreement understood by planning, admin and relevant internal referral staff
  • store a copy of the tool where it can be easily located by council staff.

Having clear service level expectations will help to guide staff with the timeframes, principles and expectations they need to adhere to.

Page last updated: 10/01/24