Council’s service promise is to provide a customer-friendly organisation, committed to providing service excellence to our community. Customer service will project a positive attitude, focus on the solutions and provide a committed, can-do approach. This is outlined in the customer service charter.
Council also has a Customer Service Strategy and Action Plan (2019-2021). This strategy details our commitment to be a customer-focused organisation and provides a framework for us to deliver services in a way that places the customer at the centre of everything we do.
Whenever you contact us we will:
Telephone
Frontline customer service
Written correspondence or electronically
Online services
Your feedback is important and assists us to improve the quality of our service. We seek this feedback through regular surveys, and monitoring of our performance through various council reporting systems.
Service requests are a request for council to take action on a matter (i.e. barking dog, pothole or overgrown allotment) and should be made to our customer service team who will log your request and forward to the appropriate department for action.
Our process for managing service requests begins with a triage of importance. Generally, routine service requests are concluded, or progressed, within 10 business days. Some service requests require, and are given, immediate attention, while others are assessed as being important, but not immediate.
These are usually progressed or concluded within three business days. A complaint may result if you are not satisfied with our standard of service or we’ve made a mistake. If this happens, please contact us directly so that we can resolve the issue, and improve our service for the future.
A complaint can be made by phone, in person, in writing or by email to enquiries@chrc.qld.gov.au
If your complaint is a particularly serious or complex matter, please put it in writing addressed to the general manager who will personally arrange for the appropriate manager to review the matter and respond.
If you are still not satisfied with our response to your service request or complaint you can contact a review body such as the Queensland Ombudsman.
Whenever you contact us we will:
Telephone
Frontline customer service
Written correspondence or electronically
Online services
Your feedback is important and assists us to improve the quality of our service. We seek this feedback through regular surveys, and monitoring of our performance through various council reporting systems.
Service requests are a request for council to take action on a matter (i.e. barking dog, pothole or overgrown allotment) and should be made to our customer service team who will log your request and forward to the appropriate department for action.
Our process for managing service requests begins with a triage of importance. Generally, routine service requests are concluded, or progressed, within 10 business days. Some service requests require, and are given, immediate attention, while others are assessed as being important, but not immediate.
These are usually progressed or concluded within three business days. A complaint may result if you are not satisfied with our standard of service or we’ve made a mistake. If this happens, please contact us directly so that we can resolve the issue, and improve our service for the future.
A complaint can be made by phone, in person, in writing or by email to enquiries@chrc.qld.gov.au
If your complaint is a particularly serious or complex matter, please put it in writing addressed to the general manager who will personally arrange for the appropriate manager to review the matter and respond.
If you are still not satisfied with our response to your service request or complaint you can contact a review body such as the Queensland Ombudsman.
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