About us

First established in 1965 as the "Citizens Service Bureau," in 2007 we changed our name to "Customer Service Bureau" to better reflect our mission: To assist customers in accessing City services and to achieve fairness, justice, and exemplary customer service throughout Seattle City government.

The Customer Service Bureau:

  • Provides information and referral to appropriate City government departments.
  • Assists individuals in obtaining City services in a fair and efficient manner.
  • Researches and explains City ordinances, policies, and procedures.
  • Provides a neutral forum to file a complaint or opinion about a City department.
  • Provides an alternate forum for customers 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 its 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.
  • Conducts an impartial investigation of your allegations of unfairness by a City department and recommends appropriate action and/or changes in policy to City departments or the Mayor.
  • Mediates conflicts between an individual and a City department to find a mutual resolution.

The Customer Service Bureau does not:

  • Handle complaints about elected officials or their staff. This includes the Mayor, City Councilmembers, 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 Customer Service 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?

  1. Ask the Customer Service Bureau to help you figure out whom to contact about your concern.
  2. If you still cannot resolve the issue after contacting the appropriate department, we will work with you to find a solution.