Customer Charter
  • Last updated:
  • 22 Sep 2020

Council is committed to responding and resolving your requests efficiently, promptly and professionally. This commitment is outlined in the Customer Charter[545KB].

Customer service response times

You can expect the following service standards for common enquiries and response times when you contact council during business hours*.

Development Services

Target August 2020
90% of applications decided within statutory time period 90% of applications decided within statutory time period  

(Shows Development Applications within the Sunshine Coast Council's Development Services Branch with the percentage of the applications decided within 35 business days as per our Corporate Plan and Operational Plan Standards of Service  = 90%)

Limited Town Planning

Target August 2020
90% of Limited Town Planning Certificates issued within 5 business days 83% of Limited Town Planning Certificates issued within 5 business days  

Pot Hole Repairs - Urgent

Target August 2020
Urgent pot holes repaired within 2 business days          Urgent pot holes repaired in 2.3 business days (average)

Pot Hole Repairs - Non-Urgent

Target August 2020
Non-urgent pot holes repaired within 10 business days      Non-urgent pot holes repaired in 3.6 business days (average)

Missed Waste / Recycling Collection Service

Target August 2020
Missed waste / recycling bin issues resolved within 2 business days of customer notification to council    99% of missed waste / recycling bin issues resolved within 2 business days of customer notification to council

Customer Response (i.e. barking dogs, parking, permits)

Target August 2020
 
 
 
Having a high % (94% minimum) of requests resolved prior to level 2 escalation means a timely outcome is provided to the customer
99% of customer requests resolved prior to reaching level 2                escalation                                                                                              
 
 
 
 

Phone

(1300 007 272 or 07 5475 7272)

Target August 2020
Average speed of calls answered within 60 seconds 0:34 seconds                                                               

LiveChat

Target August 2020
Average speed of chats answered within 60 seconds  0:12 seconds                                                               

Issue resolution

Target August 2020
Council aims to resolve 75% of issues at the first point of contact 82% of issues resolved at the first point of contact                          

* During periods of extreme weather events or other emergencies council may choose to prioritise contacts based on urgency.