- Last updated:
- 11 Sep 2018
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 2018 |
| 90% of applications decided within statutory time period |
88% of applications decided within statutory time period |
(40 business days being within the statutory time period as per the Sustainable Planning Act 2009)
(35 business days being within the statutory time period as per the Planning Act 2016)
Limited Town Planning
| Target |
August 2018
|
| 90% of Limited Town Planning Certificates issued within 5 business days |
82% of Limited Town Planning Certificates issued within 5 business days
|
Pot Hole Repairs - Urgent
| Target |
August 2018
|
| Urgent pot holes repaired within 2 business days |
Urgent pot holes repaired in 1.5 business days (average) |
Pot Hole Repairs - Non-Urgent
| Target |
August 2018
|
| Non-urgent pot holes repaired within 10 business days |
Non-urgent pot holes repaired in 3.1 business days (average) |
Missed Waste / Recycling Collection Service
| Target |
August 2018
|
| 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 |
Community Response (i.e. barking dogs, parking, permits)
| Target |
August 2018
|
| Having a high % (94% minimum) of requests resolved prior to level 2 escalation means a timely outcome is provided to the customer |
97% of customer requests resolved prior to reaching level 2 escalation |
Phone
(1300 007 272 or 07 5475 7272)
| Target |
August 2018 |
| 80% of calls answered in less than 60 seconds |
86% of calls answered in less than 60 seconds |
LiveChat
| Target |
August 2018
|
| 80% of chats answered in less than 60 seconds |
94% of chats answered in less than 60 seconds |
Email
customerservice@sunshinecoast.qld.gov.au
| Target |
August 2018
|
| 100% of emails acknowledged immediately and responded to in less than three business days |
100% of emails responded to in less than three business days |
Issue resolution
| Target |
August 2018 |
| Council aims to resolve 75% of issues at the first point of contact |
80% 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.
