Customer Service Performance & Standards

Illustration of people voting and providing feedback on a giant white board

We provide great customer service by:  

  • being respectful, proactive and friendly
  • listening and actively seeking solutions
  • providing accurate and timely information.

As customers, you can help us by:

  • providing relevant and accurate information
  • treating staff with respect and courtesy
  • respecting the privacy and rights of other community members.

All Council staff are ‘customer service officers’. We are available to listen to and answer your questions and concerns. 

We report on how we are meeting our Customer Service Standards. See the results in the information below.

Our community survey also measures customer satisfaction every two years. View the most recent community survey results

Our Promises

We promise to: 

  • answer calls quickly
  • have staff available at our Mullumbimby Service Centre during business hours to respond to your enquiries
  • keep Council's website and online services running 
  • acknowledge emails to council@byron.nsw.gov.au immediately and provide initial responses to emails quickly
  • for development services - to determine development applications under delegation in an average of 70 days and modification applications in an average of 50 days 
  • for building services - to have 80% of construction certificate applications processed in less than 28 working days and 80% of complying development certificate applications in less than 20 working days
  • for residents using Report It services - to immediately provide an acknowledgement that includes a reference number
  • address issues reported with household waste, green waste or recycling bin services resolved within 2 business days.

Customer Service Performance Reports 

We report on how we are meeting our Customer Service Standards. We provide performance reports in the tables below.

Our community survey also measures customer satisfaction every two years. View the most recent community survey results.