Sunshine Coast Council

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	December 2020
90% of applications decided within statutory time period	89% 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	December 2020
90% of Limited Town Planning Certificates issued within 5 business days	80% of Limited Town Planning Certificates issued within 5 business days

Pot Hole Repairs - Urgent

Target	December 2020
Urgent pot holes repaired within 2 business days	Urgent pot holes repaired in 1 business days (average)

Pot Hole Repairs - Non-Urgent

Target	December 2020
Non-urgent pot holes repaired within 10 business days	Non-urgent pot holes repaired in 1.4 business days (average)

Missed Waste / Recycling Collection Service

Target	December 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	December 2020
Having a high % (94% minimum) of requests resolved prior to level 2 escalation means a timely outcome is provided to the customer	98% of customer requests resolved prior to reaching level 2                escalation

Phone

(1300 007 272 or 07 5475 7272)

Target	December 2020
Average speed of calls answered within 60 seconds	0:39 seconds

LiveChat

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

Issue resolution

Target	December 2020
Council aims to resolve 75% of issues at the first point of contact	81% 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.