Customer Bill of Rights

The Planning and Development Department and Department of Public Works strives to consistently deliver high quality services to our customers. The city is committed to creating an atmosphere of mutual respect and courtesy.

City of Rockville customers have the right to expect services that are:

  • Clear, Accurate and Fair
  • Accountable, Responsive and Collaborative
  • Predictable, Consistent and Timely

Customers have the right to:

  • Receive prompt, courteous service from a staff member
  • Receive the name and contact information of the staff member providing assistance
  • Obtain a summary of all required processes and fees for your project
  • A solution-oriented approach to code requirements, plans, and projects
  • Obtain a second opinion from any staff member’s supervisor and if necessary, the Director to resolve any concerns
  • Provide feedback to express appreciation, concerns, or suggestions 
  • Receive a response by the next business day when leaving a phone message or contacting a staff member via e-mail
Need a Second Opinion?

For a second opinion from a supervisor or the director as described in the Customer Bill of Rights, complete our second opinion form and we will be in touch within 24 hours.

For staff to provide the highest level of service, customers must be accountable and responsible for:

  • Complete and accurate submittals and all related information for the project
  • Notifying staff of any changes to plans or projects in a timely manner
  • Asking questions of staff when code requirements or communications are unclear
  • Maintaining a collaborative, courteous and respectful environment