Service standards and performance
Working with you Service standards Performance reports
View our standards of service below, including our quarterly performance measures of how we're tracking.
You can also check out our Customer Experience Framework that guides our overall customer experiences at Council.
Working with you
We want to make it easy for you to work with us.
"We aim to deliver excellent customer service and take action on issues so that the Tweed is an even better place to live, work and enjoy."
Here’s a snapshot of how we tracked over the past quarter (July to September 2021), view the performance report below or download the quarterly Working with you infographic(PDF, 126KB)
There when you need us
customer interactions with the Contact Centre
Helping you quickly
average wait time before answering
Taking action for our community
actioned requests for Council services
of work requests responded to within 10 working days
Top 5 topics
As at 30 September 2021
- Rates and water use
- Water and wastewater
- Building application
- Stotts Creek Resource Recovery Centre (tip) opening and restrictions
- Roads and stormwater
What you asked us to take action on
The following graphic highlights the number of customer contacts about some common issues in the last 3 months. Click on the image to view a larger version and view the individual number of customer contacts by topic below.
- 92 abandoned vehicles
- 32 air pollution
- 103 animal noise/barking
- 212 animals roaming/off leash
- 30 dog attacks
- 11 food safety
- 35 graffiti
- 20 health hazard
- 110 illegal camping
- 36 illegal development
- 35 illegal land use
- 19 illegal occupation
- 128 illegal parking
- 29 illegal tree removal
- 67 littering/dumping
- 17 neighbouring stormwater
- 56 noise pollution
- 21 overgrown properties
- 14 pest control
- 11 public health
- 11 water pollution
Our standards of service
Explore our 7 service standards in the drop-down boxes below or you can download the Service Experience Standards(PDF, 2MB)
- Resolve 80% of enquiries at the first point of contact.
Our Contact Centre aims to resolve your telephone or in person enquiry at first contact. On occasion your enquiry may be transferred to a technical specialist. We aim to serve you in two (2) minutes at the Murwillumbah and Tweed Heads customer service counters.
- Answer 80% of telephone calls within ninety (90) seconds.
- Return missed calls within two (2) business days.
We aim to answer your call within ninety (90) seconds or provide you with an option to hold or leave a voicemail message. When a staff member is not available, a missed call message will be taken.
An afterhour’s emergency telephone service is available 365 days of the year.
- Acknowledge, and/or where possible respond to written correspondence and submissions within 10 business days.
Where your correspondence requires a response, it will be acknowledged and/ or responded to within 10 business days. If a detailed reply is required, it may take additional time to provide a full response.
This standard applies to emails to email@example.com, social media private messages and letters.
- Provide and maintain website and online services 24/7, with minimal interruptions.
- Council's website and emergency dashboard will deliver accurate, informative and accessible information.
- All planned interruptions will be notified online with at least 24 hours notice.
- Content on website pages will aim to be reviewed every four (4) months.
Customer service requests (CSR)
- Acknowledge, action or respond to 80% of service requests within 10 business days.
You can report a problem or request works, maintenance or improvements to existing services by using our Report a Problem online service or calling us.
Council will prioritise service requests that are determined as a safety or urgent matter.
- Notice for planned service interruptions:
- less than 24 hours = two (2) business days
- greater than 24 hours = five (5) business days.
Water and wastewater: Planned interruptions are notified on our website under water/sewer interruptions and letterbox notification.
Roads: Customers should check our website for planned road works and closures. Planned road closures will include notifications directly to the affected property.
All other planned and unplanned service interruptions will be communicated as soon as possible through signage, websites, social media, telephone messaging or Tweed Link.
Changes to operating hours
- Provide five (5) business days’ notice of any planned changes to operating hours.
Planned and unplanned changes will be communicated through signage, website, social media and Google business page updates, telephone messaging and Tweed Link where possible.
Note: These standards do not apply to anonymous or unsolicited mail, sales or promotional calls, social media posts or comments, Government agencies or when the Managing Unreasonable Conduct Policy(PDF, 68KB) has been applied. Councillors as elected members are governed by the Code of Conduct rather than these standards.
Our performance against the standards
We report on how we are meet our Service Experience Standards(PDF, 2MB) every quarter.
We measure these with scores of:
Achieved - result is at or above service standard
Close to achieved - result is within 10% of service standard
Not achieved - result is more than 10% below service standard
Unable to measure at this stage
Note: Some standards are not able to be measured regularly. Where this is the case the date it was measured is listed.
Latest performance report - July to September 2021
||Resolve 80% of enquiries at the first point of contact
|Phone (all staff)
||Answer 80% of calls within 90 seconds
|Return 80% of missed calls within 2 business days
|In writing (all staff)
||Respond to written correspondence and submissions within 10 business days
||Provide and maintain website and online services 24/7, with minimal interruptions
|Service requests (CSR)
||Acknowledge 80% of service requests within 10 business days
|Action or respond to 80% of service requests within 10 business days
||Less than 24 hour = 2 business days
|Greater than 24 hour = 5 business days
|Changes to operating hours
||5 business days' notice for any planned changes
||Unplanned COVID-19 impacts
Other ways Council measures and reports on performance
Be Our Best Resident Survey: Our community survey also measures customer satisfaction every two years. View the most recent community survey results.
Quarterly Performance Reports: These reports and a helpful infographic provide a quarterly progress review on Council's performance relative to Council's long term sustainability and achievements in implementing the Delivery Program and Operational Plan.