Contact us

Due to staffing impacts and a large volume of calls, we are currently experiencing longer than usual wait times and delays in responding to customer enquiries.

If your call is not urgent please call back at a later date or report a problem online.

Please be patient and only report an issue once. We are working hard to respond on a priority basis and it may take longer than usual to get back to you.

Customer service team

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

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, please use the Report a problem web form.

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.

Reports made by hearsay or you are not directly involved with the issue (eg a neighbour told you about the issue) will remain anonymous, which means the report may not be investigated and Council cannot contact you.

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.

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: 

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

Any requests via third parties (such as Snap Send Solve) are treated as anonymous. This means we cannot get in touch with you or provide an update about the request.

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.