Our service standard

In the event of a council-related after hours emergency such as a burst water main you can continue to contact us 24 hours a day, seven days a week.

We will

• make every effort to resolve your request the first time you call us without referring you to another part of council
• on the occasions when we do need to refer your call to a specialist (i.e. when your request requires further expert attention),
• ensure you are transferred to the right person first time, every time
• provide you with a reference number to quote should you need to contact us again
• let you know when someone will be contacting you back
• keep you informed of unforeseen delays

Online & email

You are able to submit an online enquiry or email 24hrs a day seven days a week, please contact us. Customer service requests can be lodged from the comfort of your home.

We will:

• acknowledge your request immediately
• if the request is simple, provide a response within 48 hours
• if the request is more complicated, keep you updated
• on the progress of your request and advise you when an answer can be expected
• write in clear, concise everyday language that is easy to understand