Customer charter | Redland City Council

Customer charter

Customer Service

Our Promise

Redland City Council is committed to making a positive difference in our customers’ lives through the services we provide to ensure we are delivering real value.

We will work hard to provide a professional and seamless experience for our customers.

Redland City Council Customer Charter [PDF, 0.7MB]

Our commitment to you

Our commitment is to:

  • listen to you and treat you with courtesy and respect
  • respond to your enquiries in a timely manner
  • deal with complaints fairly, promptly and professionally
  • respect your privacy and keep information confidential
  • continuously improve our service by proactively seeking feedback.

You can help us meet our charter commitments by:

  • treating our employees with respect and courtesy
  • being open and honest in your dealings with us
  • letting us know when your contact details or circumstances change
  • providing feedback to help us better understand your needs.

Our Mission and Values

Make a Difference. Make it Count.

Redland City Council's vision and values

Our Customer Service Standards

We are committed to communicating with you in a timely manner and being responsive to your issues and concerns.

Contacting us

We aim to acknowledge your enquiry and provide a timely response.


  • Information about our services and customer service standards can be found on Council's website.
  • For online services, you can login to myServices.



  • You can write to us at:

    Redland City Council
    PO Box 21


  • You can call our Customer Contact Centre on (07) 3829 8999.
  • We aim to resolve your query at the first point of contact where possible.
  • We aim to answer phone calls within 20 seconds.

In person:

  • Our Customer Service Consultants assist with enquiries relating to Council services including rates payments, waste, water and planning.
  • Customer Service Centres are located in Cleveland, Victoria Point and Capalaba.
  • Please visit our Contact us page for location and opening hours.
  • We assist hearing impaired customers by providing audio loops at our Customer Service Centres.

How we interact with you

Well-trained employees ready to assist you

Customer service training is provided to all employees so they can best assist you.

Recruitment processes and selection and retention strategies ensure the right people are employed to assist you.

Reporting an issue

If you notice an issue in the community that is life-threatening, please contact emergency services on phone number 000.

If you notice an issue or problem in your community that relates to Council services or assets, please phone (07) 3829 8999, email or access myServices to report the issue.

Response outside standard business hours

If you notice an issue in the community that is life-threatening, please contact emergency services on phone number 000.

After business hours, Council responds to Council service emergencies on matters of significant concern that should not be left to the next business day to resolve. If your call relates to a non-emergency then please call the next business day.

Payment options

Prompt payment assists us to deliver services to the community. There are many payment methods available that are listed on your rates notice or invoice. For payment assistance, please contact Council as early as possible so we can discuss available options and work with you to find a solution.


We value your feedback about our operations and services to allow for continuous customer service improvement. We commit to delivering customer service in line with our Customer Experience Policy and Customer Service Standards. Customers can provide feedback by contacting us.

If you are pleased with our service, please let us know so we can recognise and reward our staff. If you are dissatisfied, we will take your complaint seriously and try to resolve it as quickly as possible.

Take our customer survey - to let us know about your customer service experience or suggest how our services may be improved. There are two ways of providing feedback:

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