A Request for Service is an application to have Council or its representative take some form of action to provide or improve a Council service.
The online system allows residents to lodge requests for a variety of service needs such as road maintenance, street tree pruning, graffiti removal.
Once a request has been lodged a unique identification number is issued allowing the customer to quickly seek further information if required.
All requests are allocated to the appropriate Business Unit within the next working day.
If your issue is an emergency, please call Council’s Customer Service Centre on 8558 0200, this line is open 24 hours, 7 days.
Please use Council's Request for Service form.
If your concern does not fit into either category above or below, or if you simply wish to share an idea or viewpoint with Council, we are happy to receive feedback provided to any officer of the Council in person, by phone or in writing.
Please use Council's Feedback Form.
Your feedback is very valuable to us and assists us to fulfil our Customer Service Charter(276 kb).
A Complaint is an expression of dissatisfaction with a service which has, or should have, been received.
When making a complaint, please provide the following information in writing:
- Previous Request for Service reference number
- A description of the problem and how it came about; and
- If you consider there is any way we can assist in rectifying the problem – suggestions as to how this can be achieved.
Please use Council’s Complaint Form.
Where ambiguity exists, Council will deal with a matter as a request for service, rather than a complaint, in the first instance.
Council also has a Complaint Handling Procedure under the Code of Conduct for Elected Members.
Planning, Building & Development
Review of a Council Decision
Internal review of a Council decision is a process established by legislation (section 270 of the Local Government Act 1999) that enables a resident to request that a Council reconsider all the evidence relied on to make a decision, including new evidence if relevant.
The Council will apply its Internal Review of a Council Decision Policy and Internal Review of a Council Decision Procedure upon receipt of an Internal Review of a Council Decision Application Form.
Internal reviews of decisions are only appropriate where a particular identifiable decision is in issue. Internal reviews of decisions cannot provide immediate resolution of grievances. For these reasons, Complaints and Requests for Services are generally more appropriate processes in the first instance.