2026 Budget Service Level Catalogues

Service Outputs – Detailed Activity Listing
                               Activity                                                Service Level/Standard
Customer contact services
[Activities include provision of face to face, telephone and online contact services to provide information to the
community or the lodgement of requests for service as well as transactional activities such as new dog
registrations etc.]
Availability                           Telephone enquiries                        8.30am - 5.00pm
                                                                                  Monday to Friday (excluding
                                                                                  public holidays).

                                     Face to face, Cashier and Counter             Tewantin Administration Building
                                     functions                                     Noosaville Depot (Building &
                                                                                   Plumbing only)
                                                                                   8.30am – 4.30pm Monday to
                                                                                   Friday (excluding public holidays).

                                     Chat Online                                   Available 8:30am – 4:30pm
                                                                                   Monday to Friday (excluding
                                                                                   Public Holidays).

                                     Submit a request online via Council           24/7 for lodgement only.
                                     website or Snap Send Solve (routine
                                     matters only – not emergencies)
                                     Email                                         24/7 for lodgement only.
Scheduled work                       Telephone - general enquiries and             Same day response
                                     requests for information.
                                     Telephone call backs (if queue is busy)       Same day response.

                                     Telephone requests for service                Logged same day and referred to
                                                                                   relevant business area for
                                                                                   attention within their defined
                                                                                   service level for the relevant
                                                                                   activity.
                                     Online requests (web based/apps/email         Processed during business hours
                                     lodgements)                                   only – either same day received
                                                                                   or next business day.
                                     Chat Online                                   Initial response within 60 seconds.

                                     Survey & Feedback                             Conducting via a survey link post
                                                                                   chat and from email
                                                                                   correspondence. Completed
                                                                                   request surveys and reporting
                                                                                   with feedback gathered.
                                     Reports                                       Reporting on performance against
                                                                                   council standards.

Reactive work                        Dog registrations (new & replacement          Same day or next business day.
                                     of lost tags) – load, receipt & issue

                                     Applications (permits – roads, parks,         Same day or next business day.
                                     street stalls etc.) – load, receipt & refer
                                     to relevant service area.

                                     Arrangements to Pay (Rates)                   Same day or next business day.

                                     Justice of the Peace / requests to            Volunteer service Wednesday
                                     witness documents.                            9:30 – 12:30.
                                                                                   Same day subject to internal staff
                                                                                   availability.



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