- Last updated:
- 19 Oct 2021
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 |
September 2021 |
| 90% of applications decided within statutory time period |
79% 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 35 business days as per our Corporate Plan and Operational Plan Standards of Service = 90%)
Limited Town Planning
| Target |
September 2021
|
| 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 |
September 2021 |
| Urgent pot holes repaired within 2 business days |
Urgent pot holes repaired in 1.5 business days (average) |
Pot Hole Repairs - Non-Urgent
| Target |
September 2021 |
| Non-urgent pot holes repaired within 10 business days |
Non-urgent pot holes repaired in 5.1 business days (average) |
Missed Waste / Recycling Collection Service
| Target |
August 2021 |
| 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 2021 |
|
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 |
September 2021 |
| Average speed of calls answered within 60 seconds |
0:40 seconds |
LiveChat
| Target |
September 2021 |
| Average speed of chats answered within 60 seconds |
0:13 seconds |
Issue resolution
| Target |
September 2021 |
| Council aims to resolve 75% of issues at the first point of contact |
82% 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.
