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About the Seattle Customer Service Bureau
Mayor Nickels believes that every person who interacts with City Government should
receive excellent service. The Customer Service Bureau will make that happen by
helping you solve problems, obtain information, and resolve complaints.
Located on the first floor of City Hall, our office has a staff of seven--two administrative
specialists, four complaint investigators, and one manager. Together we have 85
years of experience working for the City.
Our Mission
To assist citizens in accessing City services and to promote fairness, justice,
and exemplary customer service throughout Seattle City government.
The Customer Service Bureau does
- Provide information and referral to appropriate City government departments.
- Provide a neutral forum to file a complaint or opinion about a City department.
- Provide an alternate forum for citizens to report concerns about police conduct.
We will receive and document your concerns and file it with the Office of Professional
Accountability (OPA) Investigation Section for their review and follow-up.
How Concerns About Police Misconduct are Resolved information in English, Amharic, Korean, Oromo, Chinese(T), Chinese(S), Somali, Spanish, Tagalog, Tigrigna and Vietnamese.
- Conduct an impartial investigation of your allegations of unfairness by a City department
and recommend appropriate action and/or changes in policy to City departments or
the Mayor.
- Mediate conflicts between an individual and a City department to find a mutual resolution.
- Research and explain City ordinances, policies, and procedures.
- Assist individuals in obtaining city services in a fair and efficient manner.
The Customer Service Bureau does not
- Handle complaints about elected officials or their staff. This includes the Mayor,
City Council members, the City Attorney, and Municipal Court Judges.
- Handle complaints outside City government (e.g., King County, Washington State,
or the Federal Government).
- Handle complaints about private businesses or nonprofit agencies.
- Have the authority to require City departments to take action or change policy.
However, the Bureau can recommend changes in City department policy or rules and
point out apparent inequities in service delivery.
If I have a complaint or service request, what do I do?
- Ask Customer Service Bureau to help you figure out whom to contact about your concern.
- If you still cannot resolve the issue after contacting the appropriate department,
we will work with you to find a solution.
City Information and Complaint Line
You can call (TTY or voice phone), write, fax, or fill out an on-line service request/complaint
form on the Customer Service Bureau Web site.
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