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	May 2017
90% of applications decided within 40 business days	90% 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	May 2017
90% of Limited Town Planning Certificates issued within 5 business days	100% of Limited Town Planning Certificates issued within 5 business days

Pot Hole Repairs - Urgent

Target	May 2017
Urgent pot holes repaired within 2 business days	Urgent pot holes repaired in 2 business days (average)

Pot Hole Repairs - Non-Urgent

Target	May 2017
Non-urgent pot holes repaired within 10 business days	Non-urgent pot holes repaired in 3 business days (average)

Missed Waste / Recycling Collection Service

Target	May 2017
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	May 2017
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	May 2017
80% of calls answered in less than 60 seconds	87% of calls answered in less than 60 seconds

LiveChat

Target	May 2017
80% of chats answered in less than 60 seconds	94% of chats answered in less than 60 seconds

Email

customerservice@sunshinecoast.qld.gov.au