Contact us

Our Customer Service team handle enquiries and requests from the public, we're here to help.

Customer at front counter talking to staff member

We're available by phone, live chat and email from Monday to Friday, 8:30 am to 4:30 pm NSW time.

If you're deaf or find it hard hearing or speaking to people on the phone, the National Relay Service can help.

Report a problem

For non-urgent and general requests, report the problem online.

Council only accepts customer service requests through our Customer Contact Centre and established Report a Problem form.

If you choose to report anonymously your issue may not be investigated and Council cannot contact you.

If you are not directly involved with the issue (e.g. you heard about it from a neighbour), the report will remain anonymous. This means Council is unable to contact you and the issue may not be investigated.

Live chat

Talk to one of our customer service team on live chat (on the bottom / right-hand side of our website).

Monday to Friday, 8:30 am - 4:30 pm NSW time
(closed weekends and public holidays)

Do not use live chat:

  • for technical enquiries (such as building and planning advice)
  • if ID is needed (rates, water, bins or application enquiries)
  • for urgent issues, such as animal attacks
  • for urgent water or sewer issues (for example leaks and outages)

For any of the above call 02 6670 2400 as these enquiries cannot be resolved over live chat.

After hours

If you call outside business hours you will be forwarded to our after hours service. Alternatively, call 1800 818 326.

Our after hours service is for Council emergencies only:

  • sewer blockages and overflows
  • serious water supply issues (leaks, no supply, poor quality, unable to turn meter on/off)
  • dog attacks
  • pollution
  • any issue that poses risk or immediate threat

If your enquiry is not urgent please call back during business hours or: 

Call-back feature and number for outbound calls

Did you know we have a call-back feature to save you waiting on hold?

When you ring us, depending on our availability to answer the call quickly, you may be given the option to select a call back rather than waiting - your position in the queue is held and one of our Customer Service Officers will call you on the number you provide.

The number that will show up when we call is 02 6675 1000. This is different to the regular Council number as it's routed through the contact centre software we use. If you use our call back service regularly, you could save the number to your phone so you always know it's us.

Office locations and opening hours

  • Monday to Friday, 9 am to 4 pm NSW time
  • Closed weekends and public holidays

Parking is available at both locations, please check signs.

Our offices are accessible including parking, ramps, lifts, hearing loops and height accessible counters.

Murwillumbah administration office

Civic and Cultural Centre
10-14 Tumbulgum Road
Murwillumbah NSW 2484

Tweed Heads administration office

Civic and Cultural Centre
Cnr Brett Street and Wharf Street
Tweed Heads NSW 2485

Postal address

Tweed Shire Council
PO Box 816
Murwillumbah NSW 2484

Customer experience and service standards

Our Service Experience Standards(PDF, 1MB) is the overarching document in our Customer Experience Framework. It sets the timeframes and service standards that customers can expect from all Council services.

Read more about customer experience and how we perform against our service standards.

ABN (Australian Business Number)

Tweed Shire Council's ABN is 90 178 732 496.