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Level of Service Catalogue 2019-20
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ACTIVITY SERVICE LEVEL TARGET
Reactive work Pensioner rebate applications & Weekly
reversals
Adjustments, including waste Adjustments done daily – aim is to
adjustments. ensure that all properties are rated
correctly and in accordance with the
Revenue Statement.
Processing of direct debit applications Same business day
Customer enquiries/complaints 5 business days
Property searches
[Activities include undertaking interrogation of Council databases and compiling requested information, handling
related enquiries, and administration of across organisation property search database for close out/finalisation of
records]
Reactive work Property Enquiry 5 business days
Rates Search 5 business days
Standard Property Search 10 business days
Property search enquiries/queries 5 business days
Receipting
[Receipting and reconciliation of payments made through agencies or at Council remote sites – excludes over the
counter transactions at Tewantin Admin Building.]
Scheduled work Agency receipting (B-Pay; AustPost) – Daily
file download and reconciliation
Remote sites (The J; NAC etc.) – Daily
receipting to financial system
Accounts receivable & debt recovery
[Activities include invoicing, issuing of monthly statements
Scheduled work Rates & charges debts Six monthly review
Landfill charges (account customers) Fortnightly
Reactive work Invoicing lease fees Monthly
(commercial/community)
On charging (water & sewer charges) Monthly
Waste (extra services/casual As required – once data received
arrangements) usually invoiced within one business
day.
Other ad hoc invoicing requests As required – usually invoiced within
one business day.
SERVICE DELIVERY MODEL
Service provided internally with as required external services for debt recovery.
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
Rate arrears ratio <5% at end of FY 2017-18 5.69% 2016-17 FY – 5.83%
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