Council’s customer charter commits to best practice service
  • Thursday 13 October 2016
ImageSunshine Coast Council’s commitment to best practice customer service was confirmed today (October 13) when it endorsed a contemporary customer charter which will include regular online reporting of council’s service levels and how they are being achieved.

Governance and Customer Service Portfolio Councillor Ted Hungerford said council responded to more than 175,000 phone calls, 36,000 emails, 38,000 counter visits and 6000 web chats annually.

“That’s a huge number of customer inquiries and requests. Managing that volume and being responsive means not only regularly reviewing our commitment but looking at better ways to improve the customer’s experience,” Cr Hungerford said.

“Today’s endorsement of the revised Customer Charter demonstrates a willingness to regularly assess our performance and determining areas for improvement.

“The 2016 Charter encourages and provides opportunities for feedback.

“It also refers customers to the council website to view our customer service targets and expected response times, depending on the service requested, when contacting council during business hours.

“By publishing how council is tracking in achieving those benchmarks provides our customers with a higher level of consistency, transparency and certainty in their dealings with council.”

To view the customer service standards and response times, visit council’s website and search ‘service standards’.

Don’t forget there are a range of contemporary and user-friendly ways to contact council including:

• Phone 5475 7272 or 1300 007 272 excludes mobiles and callers outside Sunshine Coast area
• Live Chat with us
• Email us (
• Visit a counter at Caloundra, Maroochydore or Nambour
• Or visit MyCouncil at your convenience.