Customer service standards and delivery

We are committed to responding to you quickly and efficiently and aim to meet set standards as outlined in our Customer Contact Policy [PDF, 0.1MB] and Customer Contact Guidelines [PDF, 0.1MB].

Our service standards

Select from the drop-down menu below to view service standards for our range of contact methods.

When you write to us we will:

  • Acknowledge receipt of your enquiry within two business days
  • Write our reply in plain language
  • Provide a full response within 10 business days.

For matters that are complex and cannot be resolved within 10 business days we will:

  • Contact you and provide an interim response including an estimated date for finalisation

When you email us via Councils Corporate Mailbox rcc@redland.qld.gov.au we will:

  • Acknowledge receipt of your email immediately 
  • Provide a full response within 10 business days

 For matters that are complex and cannot be resolved within 10 business days we will:

  • Contact you and provide an interim response including an estimated date for finalisation

When you contact us online for a service request we will:

  • Acknowledge receipt of your email immediately
  • Provide a full response within 10 business days

For matters that are complex and cannot be resolved within 10 business days we will:

  • Contact you and provide an interim response including an estimated date for finalisation

When you contact us via an online forum we will:

  • Respond to your enquiry within two business days.

For matters that are complex and cannot be resolved within two business days we will:

  • Contact you and provide an interim response including an estimated date for finalisation

When you phone us:

  • Answer your call by a staff member within 20 seconds 80% of the time
  • Strive to resolve your enquiry on the spot 90% of the time
  • Provide you with a reference number if your call requires an action
  • When we can't provide an answer on the spot we will let you know when someone will get back to you

When you visit us in person we will: 

  • Provide a professional, polite and attentive service  
  • Aim to provide accurate and complete information on the spot
  • Listen to your requests and discuss fully your requirements
  • Help non-English speaking customers by using the language skills of the council staff to provide information language service
  • Assist hearing impaired customers by providing audio loops for people with hearing aids.

Our delivery promise

We recruit service-oriented professionals and provide them with the tools and training needed to assist you. Our people are integral to our success.

We promise to: 

  • use plain language
  • keep your information confidential, subject to freedom of information and privacy legislation
  • consider customer service skills when recruiting staff
  • carry out ongoing customer service training programs
  • focus on customer satisfaction when we manage and appraise staff
  • formally acknowledge staff providing excellent customer service
  • conduct regular customer feedback to ensure we meet customers' needs
  • review and improve forms, systems and procedures from a customer perspective
  • be sensitive to the needs and beliefs of customers of all ethnic origins.

How you can help

There are some simple things you can do to help us meet our customer service promise:

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.

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