Service Standards
  • Last updated:
  • 11 Sep 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 August 2018
90% of applications decided within statutory time period 88% of applications decided within statutory time period

(40 business days being within the statutory time period as per the Sustainable Planning Act 2009)
(35 business days being within the statutory time period as per the Planning Act 2016)

Limited Town Planning

Target August 2018
90% of Limited Town Planning Certificates issued within 5 business days 82% of Limited Town Planning Certificates issued within 5 business days

Pot Hole Repairs - Urgent

Target August 2018
Urgent pot holes repaired within 2 business days Urgent pot holes repaired in 1.5 business days (average)

Pot Hole Repairs - Non-Urgent

Target August 2018
Non-urgent pot holes repaired within 10 business days Non-urgent pot holes repaired in 3.1 business days (average)

Missed Waste / Recycling Collection Service

Target August 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 August 2018
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 August 2018
80% of calls answered in less than 60 seconds 86% of calls answered in less than 60 seconds

LiveChat

Target August 2018
80% of chats answered in less than 60 seconds 94% of chats answered in less than 60 seconds

Email

customerservice@sunshinecoast.qld.gov.au

Target August 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 August 2018
Council aims to resolve 75% of issues at the first point of contact 80% 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.