Rates, animals and waste top list for Council enquiries

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Published: 19th August 2020

Fraser Coast Regional Council received almost 100,000 calls in 2019/20 with rates, animals and waste issues topping the list of enquiries.

Deputy Mayor Darren Everard said Council delivered a broad range of services to the community, ranging from water supply and waste collection through to maintaining parks and playgrounds, assessing development applications and responding to animal management issues.

“There are a range of ways for Fraser Coast residents and visitors to get in touch with Council – in person, over the phone, via email, through an app or by visiting our website,” he said.

“In 2019/20, 95,382 calls were received at our call centres – an average of 377 calls a day, while 24,383 customers attended our customer service centres in Hervey Bay, Maryborough and Tiaro – an average of 96 customers a day.

“Council also received 61,443 emails which were distributed throughout the organisation to respond to, investigate and action.

“About 22 per cent of the calls were related to rates payments and enquiries, while 11 per cent were animal related, 10 per cent were about waste issues, about 6 per cent were water related and 5 per cent were development enquiries.”

Cr David Lee said Council aimed to action 80 per cent of requests at the first point of contact as part of its Customer Experience Charter.

“Our Customer Service Officers do a fantastic job and, as these statistics show, they have a busy and varied job assisting people who contact Council with enquiries and requests for assistance,” he said.

“At the moment, the team are taking a lot of calls as it is the rates and dog registration account period so we thank everyone for their patience.”

Fraser Coast residents and visitors can contact Council over the phone on 1300 79 49 29 (including after-hours emergency service) or email via enquiry@frasercoast.qld.gov.au

Issues or incidents can also be reported to Council via the Snap Send Solve phone app, which allows photos to be attached with geo tagging (location information).