Our service promise
In all our dealings with you we will:
- Welcome you by providing a positive experience where you feel respected
- Support you by addressing your individual needs and answering your questions using a solution-focused approach
- Be empathetic, flexible, responsive and seek your feedback so you are understood
- Connect you to the relevant services
- Be transparent so you are certain about the course of action to be taken
- Refer your request to external agencies when required
- Provide you options along with accurate and relevant information
- Value and maintain your privacy and the confidentiality of your information
- Escalate your request when required so it gets the appropriate attention
- Not close your request until it is addressed.
Our service standards
Regardless of which channel you choose, we will:
- Acknowledge receipt and provide a timeframe for response
- Offer to organise a face-to-face meeting or call you if required, in addition to sending you an email
- Provide a reference number for your request through your preferred channel - email or SMS
- Direct your enquiry to the relevant Council area
- Give urgent requests immediate attention.
If you telephone us, we aim to:
- Answer your call within 60 seconds at our Call Centre
- Return your call within 24 hours.
If you visit us in person, we aim to:
- Attend to you within 3 minutes of your arrival.
If you use our online portal, we aim to:
- Make it available, anytime, anywhere, on any device.
We aim to resolve 80% of your requests within 10 business days, depending on how urgent and serious they are. However, certain requests, like construction work or accessing information, may take longer due to rules and regulations.
For the times we don't get it right, we have a Complaints Handling Policy (PDF, 596.16KB).
Page last updated: 23 Mar 2026
