Customer Charter
  • Last updated:
  • 30 May 2022

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 April 2022
90% of applications decided within statutory time period (Information pending) 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 April 2022
90% of Limited Town Planning Certificates issued within 5 business days

88% of Limited Town Planning Certificates issued within 5 business days  

Pot Hole Repairs - Urgent

Target April 2022
Urgent pot holes repaired within 2 business days          (Information pending) Urgent pot holes repaired within 2 business days (average)

Pot Hole Repairs - Non-Urgent

Target   April 2022
Non-urgent pot holes repaired within 10 business days        (Information pending) Non-urgent pot holes repaired within 10 business days (average)

Missed Waste / Recycling Collection Service

Target April 2022
Missed waste / recycling bin issues resolved within 2 business days of customer notification to council      98% 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 April 2022
 
 
 
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 April 2022
Average speed of calls answered within 60 seconds 44 seconds                                                               

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