- Last updated:
- 05 Apr 2019
Council is committed to responding and resolving your requests efficiently, promptly and professionally.
This commitment is outlined in the Customer Charter[545KB].
Council aims to provide value-for-money services that are responsive to the needs of the community. Council regularly commissions independent market research on the performance of its services. View the 2015 Community Satisfaction Survey Results.
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 |
March 2019 |
| 90% of applications decided within statutory time period |
93% 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 40 business days as per our Corporate Plan and Operational Plan Standards of Service = 90%)
Limited Town Planning
| Target |
March 2019
|
| 90% of Limited Town Planning Certificates issued within 5 business days |
91% of Limited Town Planning Certificates issued within 5 business days
|
Pot Hole Repairs - Urgent
| Target |
March 2019
|
| Urgent pot holes repaired within 2 business days |
Urgent pot holes repaired in 1.5 business days (average) |
Pot Hole Repairs - Non-Urgent
| Target |
March 2019
|
| Non-urgent pot holes repaired within 10 business days |
Non-urgent pot holes repaired in 3.3 business days (average) |
Missed Waste / Recycling Collection Service
| Target |
March 2019
|
| 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 |
March 2019
|
| 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 |
March 2019 |
| 80% of calls answered in less than 60 seconds |
85% of calls answered in less than 60 seconds |
LiveChat
| Target |
March 2019
|
| 80% of chats answered in less than 60 seconds |
96% of chats answered in less than 60 seconds |
Email
customerservice@sunshinecoast.qld.gov.au
| Target |
March 2019
|
| 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 |
March 2019 |
| Council aims to resolve 75% of issues at the first point of contact |
78% 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.
