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Tweed Shire Council's Contact Centre is staffed by customer service professionals who aim to resolve your enquiry at the first point of contact. Providing a ‘one stop shop’ handling inbound customer interactions including telephone, face to face and electronic communications our staff are knowledgeable across a wide Council's services and programs. Don't be surprised if we ask for your feedback to assist us improve our levels of customer service, we look forward to helping you with your enquiry.

To view contact details for other Tweed Shire Council facilities please see the Also See in the sidebar for links to other facilities. Alternatively view the Lismore WhitePages Listing or the Gold Coast WhitePages Listing for contact details.

Customer Service staff are here to assist you on the phones between 8.30am – 4.30pm Monday - Friday. Closed public holidays. All times are Eastern Standard Time (EST).

Public Notice Verbal Advice: It is the policy of the Tweed Shire Council to acquaint its staff with all matters within the individual responsibilities and to encourage them to be as helpful as possible in answering public enquiries however, before acting on any oral advice, you should put your enquiry in writing and only act on Council’s formal written response.

Phone

(02) 6670 2400 or 1300 292 872. Customer Service staff are here to assist you on the phones between 8.30am – 4.30pm Monday - Friday. Closed public holidays. All times are Eastern Standard Time (EST). Please note Tweed observes Daylight Savings from October to April.

After Hours Emergency Calls

Tweed Shire Council provides an after-hours emergency service to respond to emergency issues only. General complaints made through the after hours service will be registered and responded to in a routine manner during ordinary office hours.

Emergency responses are generally categorised as items of an urgent nature that pose risk or immediate threat such as water and sewer main breaks, major road incidents or access issues, dog attacks and illegal land use issues. It is important to note that whilst Council provides a Ranger service on weekends and public holidays, these officers only have a restricted capacity to deal with certain urgent complaints on these days, such as a dog attacks and serious threats to the amenity and safety of Council’s public areas and illegal land use issues.

For after hours emergency services only please free-call 1800 818 326.

Post

All written correspondence should be addressed to:

General Manager
Tweed Shire Council
PO Box 816
Murwillumbah NSW 2484

Office Locations and Hours

Offices are open from 8.30am - 4.15pm Monday to Friday. Lodgements are not accepted after 4pm. Closed Public Holidays. Telephones are available from 8.30am - 4.30pm Monday to Friday. All times are Eastern Standard Time (EST).

Council’s branch office at Tweed Heads will be closed over the Christmas period from 4.15pm Friday 20 December 2013 and will reopen 8.30am on Thursday 2 January 2014. For all enquiries during this time contact Council on (02) 6670 2400 or 1300 292 872.
Council’s main office in Tumbulgum Road, Murwillumbah will be closed on Friday 27 December and otherwise open normal business days and hours throughout the Christmas period, closed on public holidays. For after hours emergencies for Council services, call 1800 818 326.

Main Office: Murwillumbah Civic Centre 10-14 Tumbulgum Road Murwillumbah NSW 2484 Google Map Link
All services, including full lodgement options are provided at the Murwillumbah office.

Carparking and access: The Murwillumbah Civic Centre offers a range of carparking including disabled carparks, time restricted parking and unrestricted parking in various sites around the Civic Centre. Please check signage for any parking restrictions. A multi-storey carpark located next to the Tweed Regional Aquatic Centre offers with three levels of additional carparking access including Level 1 - restricted parking, parents with prams and disabled parks, Level 2 is permit all day parking for $2 a day (scratch permits are available from Aquatic Centre front counter or Council's main office) and Level 3 is unrestricted.
Multi Story Carpark - Level 1 Access (timed parking) (1.47mB PDF)
Multi Story Carpark - Level 2 and 3 Access (2 permit parking 3 unrestricted) (584kB PDF)

There are several access ramps to the entry for the Murwillumbah Civic Centre - located at the front of the building or via the Auditorium driveway. There is also an elevator that provides access to the Customer Service area, Council Chambers and Mayors Office.

Branch Office: Tweed Civic Centre Brett Street Tweed Heads NSW 2485 Google Map Link
The Tweed Heads office provides all standard Council services with the exception of development applications, construction certificates and complying development certificates which are required to be lodged at the Murwillumbah office.

Carparking and access:
The Tweed Civic Centre offers a range of carparking including disabled carparks, time restricted parking and untimed parking in various sites around the Tweed Civic Centre. There is an access ramp adjacent to the main stairs in front of the Library/Council Office entrance.

Email

Other enquiries can be directed to tsc@tweed.nsw.gov.au. Please note incoming correspondence to this email account will be actioned or tasked to the appropriate action officer during business hours.
Please note: Customers are advised to report any urgent matters via phone or the after hours emergency service.

Smartphone Application

Tweed Shire Council provides a Smartphone Application that offers a wide range of Council services and information at your fingertips. For information on this service see Smartphone Application.

Fax

Council's fax number is (02) 6670 2429.

National Relay Service

People who are deaf, or have a hearing or speech impairment can contact us through the National Relay Service.
  • Teletypewriter (TTY) users - phone 133 677 then ask for Tweed Shire Council (02) 6670 2400
  • Toll Free - Teletypewriter (TTY) users - phone 1800 555 677 FREE then ask for Tweed Shire Council 1300 292 872
  • Speak and Listen users phone 1300 555 727 then ask for Tweed Shire Council (02) 6670 2400
  • Internet relay users connect to the National Relay Service then ask for Tweed Shire Council (02) 6670 2400
  • Video relay users choose the available NRS video relay contact on Skype and ask for Tweed Shire Council (02) 6670 2400
  • SMS relay users phone 0423 677 767 Tweed Shire Council (02) 6670 2400

Australian Business Number

Tweed Shire Council's Australian Business Number (ABN) is 90 178 732 496

Change of Postal Address (for rates and or water notices)

Complete the Change of Postal Address Web Form online.

Compliments and Feedback

At Council, we value your feedback and hearing compliments from our customers and the public. They are an important staff feedback mechanism and a good sign of an engaged and active community. To provide a compliment or feedback about Council services see Compliments and Feedback.

Complaints

Tweed Shire Council is committed to providing our community with a high level of customer service, including the ability for residents and the public to provide compliments and feedback to improve our service and/or make a formal complaint about a particular action or decision taken by Council. To make a complaint see Complaints.

Customer Service Charter

Quality Customer Service is a commitment shared by all Council staff. For more information about our commitment to customer service see our Customer Service Charter Policy (74kB PDF).

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Last Updated: 01 October 2014