Development Services Customer Service Commitment

• Provide you with access to information to understand any related process.
• Provide up-to-date information to assist you with an application or enquiry.
• Ensure our interactions and responses are clear, accurate, fair, and timely.
• Follow legislation and performance standards when undertaking our work to provide certainty and clarification of processes and   timeframes.
• Provide clear information and advice ensuring our actions and processes deliver consistent outcomes.
• Ensure consistent, high quality, and professional feedback which is reasonable and relevant.

• Engage with you regularly via email, phone, or meeting to address concerns, when required.
• Conduct ourselves ethically, professionally, and cooperatively in our communication with you.
• Encourage and engage with you on new and innovative ways of improving Council’s services.
• Keep you informed of any changes or updates to an application or enquiry.
• Build strong partnerships with you to understand your needs and solve issues to achieve a positive outcome.
• Ensure strong partnerships with Council’s internal partners to provide you with an integrated seamless experience.

• Assign a council officer to an application or enquiry to be the main contact throughout the process.
• Ensure our staff have the required capability to assess or answer your enquiry in a timely manner.
• Be proactive in putting forward alternative approaches to facilitate an agreed resolution for you and Council.
• Assist in finding answers and resources available for you with other associated entities.

• Enquiry or application acknowledged within 2 days.  

• Development advice enquiries response within 10 days. 
• Pre-lodgement meeting held within 15 days of request
• Pre-lodgement meeting notes issued within 2 days of meeting date. 

• Search returned within 15 days.  

• Priority Residential Assessment applications decided within 10 days (when decision ready*). 
• Code assessment decided within 3 months. 
• Impact assessment decided within 6 months. 

• Operational Work application decided within 3 months. 

• Concurrence agency referral decided within 10 days.

• FastTrack decided within 2 days. 
• Standard decided within 10 days. 
• Final Inspection certificate issued within 2 days of inspection.  

• Plan sealing application processed within 20 days. 
• Bond released within 10 days. 

• Limited processed within 5 days. 
• Standard processed within 10 days. 
• Full processed within 30 days.  

• Complaints relating to development, building and plumbing compliance acknowledged within 2 business days.

If you have any issues, you can raise them at any time with the Project Manager, Inspector or Compliance officer directly allocated to the assessment of your application or compliance matter.

This officer is your first point of contact and is best placed to manage and respond to any issues.

If you do not receive a satisfactory resolution, you may ask for the matter to be referred to the nominated supervisor, being the Project Director/Senior or Principal.

The Project Director, Senior or Principal is responsible for providing technical support and guidance to the Project Manager, Inspector or Compliance officer.

If you continue to have concerns, you may request that the matter be referred to the Team Leader or Coordinator.

The Team Leader or Coordinator is responsible for managing and resolving complex matters in the team.

If you are not satisfied with the proposed resolution of your issue, you may request that the issue be escalated to the Branch Manager.

The Branch Manager is responsible for managing and leading staff to achieve the Branch's purpose and goals, including achieving Branch service standards and performance targets.