Service Standards
  • Last updated:
  • 14 Nov 2018

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 October  2018
90% of applications decided within statutory time period 89% 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 October  2018
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 October 2018
Urgent pot holes repaired within 2 business days Urgent pot holes repaired in 2 business days (average)

Pot Hole Repairs - Non-Urgent

Target October  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 October 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 October 2018
Having a high % (94% minimum) of requests resolved prior to level 2 escalation means a timely outcome is provided to the customer 99% of customer requests resolved prior to reaching level 2 escalation

Phone

(1300 007 272 or 07 5475 7272)

Target October 2018
80% of calls answered in less than 60 seconds 87% of calls answered in less than 60 seconds

LiveChat

Target October  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 October  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 October 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.