Face-to-face customer counters temporarily closed due to COVID-19

Council's services remain the same over the phone, email, online and social media

Thursday 26 March, 2020

Council customer service counters at Murwillumbah and Tweed Heads will be closed to the public until further notice from close of business today, as part of Council's response to Coronavirus (COVID-19).

Mayor of Tweed Katie Milne said although our specific customer service counters would not be open to the public from Friday, Council services were still being delivered.

"I am confident that our caring community will understand and support this decision to stop the spread of COVID-19. There are no cases of COVID-19 within Tweed Shire Council however as a business, we have to adapt and take proactive and measured steps to protect the safety of our staff and customers.

"We are still here in all other ways to provide the same levels of service to you. There are many ways you can contact Council staff and Councillors so please stay in touch," Cr Milne said.

"One of the new service options we will introduce next week is web-chat.  This will provide additional customer service support online during business hours where a Customer Service Officer will be available to help you at www.tweed.nsw.gov.au. I can assure you it will not be a robot. 

"This temporary arrangement is not anticipated to have a huge impact or disadvantage many customers. We will guide you through it and accommodate those who need it.

"Where meetings are required with specialist staff, suitable arrangements will be made.  Where customers find themselves in a situation where a cash payment is their only option, please call us and we will work with you to find suitable alternatives.

"Our staff are regularly dealing with cash handling, paperwork, shared resources like screens and EFTPOS terminals and face-to-face enquiries within touching distance.  Unfortunately in recent weeks it has been difficult to consistently achieve social distancing with customer interactions.
"I would like to reiterate this is a temporary closure of the two front counters at Tweed Heads and Murwillumbah only, we are still here for you and being as safe as possible," Cr Milne said.

All current development application, building certification and sub-division assessment processes will continue through the e-lodgement portal, desktop Development Assessment Panel (DAP) service and other services, to ensure a viable development and construction in the Tweed.

Here's how you can still stay in touch:
• Call us between 8.30am - 4.30pm Monday to Friday on (02) 6670 2400.  Our after-hours service for Council emergencies has not changed.
• Go online and use our wide range of online services or web-chat (from next week) at www.tweed.nsw.gov.au
• Report a problem 24/7 at www.tweed.nsw.gov.au/reportaproblem
• Connect with us on social media and contact us via Facebook Messenger if needed.
• Email us at tsc@tweed.nsw.gov.au
• Write to us at Tweed Shire Council, PO Box 816, Murwillumbah NSW 2484
• Contact a Councillor - https://www.tweed.nsw.gov.au/Councillors
For more information see https://www.tweed.nsw.gov.au/ContactUs