Service Standards
  • Last updated:
  • 07 Feb 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 January 2018
90% of applications decided within 40 business days 76% of applications decided within 40 business days

(40 business days being within the statutory time period as per the Sustainable Planning Act 2009)

Limited Town Planning

Target January 2018
90% of Limited Town Planning Certificates issued within 5 business days 90% of Limited Town Planning Certificates issued within 5 business days

Pot Hole Repairs - Urgent

Target January 2018
Urgent pot holes repaired within 2 business days Urgent pot holes repaired in 1.9 business days (average)

Pot Hole Repairs - Non-Urgent

Target  January 2018
Non-urgent pot holes repaired within 10 business days Non-urgent pot holes repaired in 4.4 business days (average)

Missed Waste / Recycling Collection Service

Target January 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 January 2018
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 January 2018
80% of calls answered in less than 60 seconds 84% of calls answered in less than 60 seconds

LiveChat

Target January 2018
80% of chats answered in less than 60 seconds 93% of chats answered in less than 60 seconds

Email

customerservice@sunshinecoast.qld.gov.au

Target January 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 January 2018
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.