Customer Charter
  • Last updated:
  • 03 Oct 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 September 2019
90% of applications decided within statutory time period 90% 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 September 2019
90% of Limited Town Planning Certificates issued within 5 business days 87% of Limited Town Planning Certificates issued within 5 business days

Pot Hole Repairs - Urgent

Target September 2019
Urgent pot holes repaired within 2 business days             Urgent pot holes repaired in 1.6 business days (average)

Pot Hole Repairs - Non-Urgent

Target September 2019
Non-urgent pot holes repaired within 10 business days          Non-urgent pot holes repaired in 2.8 business days (average)

Missed Waste / Recycling Collection Service

Target September 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 September 2019
 
 
 
Having a high % (94% minimum) of requests resolved prior to level
2 escalation means a timely outcome is provided to the customer
95% of customer requests resolved prior to reaching level 2 escalation
 
 
 
 

Phone

(1300 007 272 or 07 5475 7272)

Target September 2019
80% of calls answered in less than 60 seconds 85% of calls answered in less than 60 seconds

LiveChat

Target September 2019
80% of chats answered in less than 60 seconds 95% of chats answered in less than 60 seconds

Email

customerservice@sunshinecoast.qld.gov.au

Target September 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 September 2019
Council aims to resolve 75% of issues at the first point of contact 83% 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.