Key Service Standards

Pets and animals

Service

Service description

Service standard

Responsibility

Animals – Dead

Removal of dead animal from public areas e.g. roads or footpaths.

Removal within 1 business day.

Health, Environment and Waste

Animal – Enclosure Inspection

Animal enclosure inspection.

Initial investigation within 5 business days for dog enclosures and 10 working days for all other animal enclosures.

City Standards and Animal Care

Animal – Feral / Pest

Investigate and removal of feral / pest animals with land owner’s consent.

Initial investigation within 10 business days.

City Standards and Animal Care

Animal – In Excess

Investigate and inspect premises for excess animals.

Initial investigation within 10 business days.

City Standards and Animal Care

Animal – Noise Complaint (other than dogs)

Investigate noise complaint.

Initial investigation within 5 business days.

City Standards and Animal Care

Animal – Nuisance (other than dogs)

Investigate animal nuisance complaint.

Initial investigation within 10 business days.

City Standards and Animal Care

Animal Registration

New or renewal of animal registration.

Registration processed within 10 business days.

City Standards and Animal Care

Animal - Unregistered (cats and dogs)

Investigate and inspect premises for unregistered animals.

Investigate and inspect premises for unregistered animals.

City Standards and Animal Care

Animal – Wandering

Patrol for stray / wandering animals.

Initial investigation within 1 business day of receipt of request.

City Standards and Animal Care

Cat (stray) – Private Impounding

Request for collection of stray cat.

Collection within 1 business day.

City Standards and Animal Care

Cat Trap Loan

Request to borrow a cat trap from Council for private impounding.

Response within 5 business days.

City Standards and Animal Care

Dog Attack

Investigation of a dog attack.

Same day response and investigation upon report of dog attack.

City Standards and Animal Care

Dog(s) - Barking

Investigate a barking dog complaint.

Initial investigation within 2 business days.

City Standards and Animal Care

Dog(s) – Dangerous / Menacing

Inspection of premises and dog concerned.

Initial investigation within 1 business day.

City Standards and Animal Care

Mosquito Complaint

Investigate adult / larvae activity and undertake control management.

Initial investigation and management control plan within 5 business days.

City Standards and Animal Care

Waste and recycling

Service

Service description

Service standard

Responsibility

Bin – Damaged

Replacement or repair work to damaged bin.

Replacement or repaired bin delivered within 3 business days.

Health, Environment and Waste

Bin – Left continuously on public property

Undertake investigation of bin not returned to premises after collection.

Initial investigation within 10 business days.

City Standards and Animal Care

Bin – Missed

Collection of missed or half emptied bins.

Bin collection within 2 business days.

Health, Environment and Waste

Bin – New / Cancelled

Delivery of new bin(s) or cancellation of bin(s).

Bin(s) delivered to property within 2 business days.

Health, Environment and Waste

Bin – Stolen

Replacement of stolen bin.

Bin delivered to property within 2 business days.

Health, Environment and Waste

Kerbside Collection

Investigate and resolve issues about the unlawful use of land, breaches of development approvals, vegetation clearing, earthworks and sediment control.

Initial response within 2 business days.

Development Assessment

Noise and Pollution

Service 

Service description

Service standard

Responsibility

Air Pollution

Air pollution, odours, gas, fumes, smoke and dust from a property.

Initial response within 5 business days.

Health, Environment and Waste
City Standards and Animal Care

Noise Nuisance

Complaints about noise from residential or commercial premises.

Initiate investigation within 14 business days.

Health, Environment and Waste
City Standards and Animal Care

Chemical Spill

Investigation of pollution / chemical spill incidents.

Initial response time within 1 business day.

Health, Environment and Waste

Building and Plumbing

Service 

Service description

Service standard

Responsibility

Building Inspections

Undertake new application and compulsory structural building inspections.

Initial response within 10 business days from receipt of request.

Development Assessment

Building Plans and Documents

Copies of building plans and specific building documents.

Initial response within 10 business days, dependent on request type.

Development Assessment

Building – Residential Compliance

Undertake investigation if a building, structure or shed does not comply with the building code or is not approved.

Initial response within 5 business days from recept of request.

Development Assessment

Construction Activities - Complaints

Investigate and respond to complaints about development or construction activities (e.g. noise, dust, trucks, sediment).

Initial inspection within 1 business day.

Development Assessment

Plumbing

Plumbing service enquiry.

Initial response within 1 business day.

Plumbing and Drainage

Pool Complaints

Investigate swimming pool complaints and compliance.

Initiate investigation of complaint within 1 business day.

Development Assessment

Pool Fence Compliance

Investigate and inspect pool fence for compliance.

Investigation and initiate inspection within 1 business day.

Development Assessment (Building compliance)

Parks and community gardens

Service

Service description

Service standard

Responsibility

Garden maintenance

 

Maintenance of gardens on Council's median strips, roadside garden beds, verges, roundabouts and parks.

Response within 10 business days.

Parks

Bushland maintenance

Respond to bushland maintenance and fire break enquiries.

Response within 15 business days.

Parks

Mowing maintenance

Mowing of parks, roadsides and nature strips.

Response within 10 business days.

Parks

Park access and events

Vehicle access to a park, access to a private property from a park or for an event.

Customer to give 3 day's notice.

Parks

Park facilities and equipment maintenance

General maintenance of park facilities and equipment, e.g. lighting, toilets, BBQs and playground equipment.

Response within 2 business days.

Parks

Park - illegal activities

Complaint about motorbikes, theft or vandalism in a park.

Response within 2 business days.

Parks

Park incident

Investigate accident / incident within park.

Response within 1 business days.

Parks

Park litter

Complaint of litter and waste left in a park or bushland.

Response within 3 business days

Parks

Parks planning & policy

Enquiries about new park infrastructure, planning and policies.

Response within 25 business days.

Parks

Trees

Investigate tree maintenance, issues or concerns.

Response within 5 business days.

Parks

Licensing      

Service

Service description

Service standard

Responsibility

Food Business Enquiry or Complaint

Inspect food businesses in line with Eat Safe Logan star rating and issue record of inspection.

Inspect and issue record of inspection within 14 business days.

Health, Environment and Waste

Food License Application

Apply for food business license.

Decision made within 1 month.

Health, Environment and Waste

Food Safety Complaints

Investigate complaints about food safety.

Acknowledgement and initiate investigation within 2 business days.

Health, Environment and Waste

Vending (Roadside / Itinerant) Complaints and Enquiries

Investigate and confirm approval requirements for roadside / itinerant vending.

Complaint – initial investigation within 5 business days.
Enquiries – initial response within 2 business days.

City Standards and Animal Care

Local Laws and Policies

Service

Service description

Service standard

Responsibility

Goods left on nature strip, footpath or road

Clearing of goods left on the nature strip, footpath or road.

Initial investigation within 5 business days.

City Standards and Animal Care
Road and Construction Maintenance

Litter / Waste on Private Property

Litter and waste that has been left on private property.

Investigation and response within 7 business days.

Health, Environment and Waste (commercial properties)
City Standards and Animal Care (residential properties)

Litter / Waste on Public Property

Litter and waste that has been left on public property.

Investigation and response within 7 business days.

City Standards and Animal Care
Health, Environment and Waste

Noxious Weeds / Pest Plants Complaint

Investigate complaints and compliance about noxious weeds.

Initial investigation within 5 business days.

City Standards and Animal Care

Overgrown Property

Overgrown properties that are a fire hazard.

Investigate and response within 5 business days.

City Standards and Animal Care

Premises - Unsightly

Unsightly accumulations on a property.

Initial investigation and respond within 10 business days.

City Standards and Animal Care

Signs - Election

Investigate election sign complaints.

Initial investigation within 5 business days.

City Standards and Animal Care

Signs - Fixed (Private Property)

Investigate dangerous and unapproved fixed signs on private property.

Initial response within 1 business day.

Development Assessment

Signs - Temporary

Provide advice / approval of temporary sign application.

Initial response within 5 business days.

City Standards and Animal Care

Signs - Temporary / Portable

Investigate dangerous and unapproved signs.

Initial investigation within 5 business days.

City Standards and Animal Care

Shopping Trolleys - Abandoned

Removal of abandoned shopping trolleys in public places.

Initial investigation within 5 business days.

City Standards and Animal Care

Vehicles – Dismantled on Roadside

Investigate and initiate removal of vehicle.

Initial investigation within 5 business days.

City Standards and Animal Care

Vehicles (Heavy) – compliance and standards enquiry for council vehicles

Investigate complaint and evaluate against legal requirements.

Initial investigation within 1 business day.
Immediate response if safety concern.

Plant Fleet Services

Vehicles (Heavy) - Parking

Investigation and inspection of heavy vehicle parking on road and residential premises.

Initial investigation within 10 business days.

City Standards and Animal Care

Vehicles – Parking Complaints

Investigation and inspection of regulated parking breaches.

Initial investigation within 5 business days.

City Standards and Animal Care

Vehicles – For Sale on Roadside

Investigate and initiate removal of vehicle.

Initial investigation within 5 business days.

City Standards and Animal Care

Vermin Complaints

Investigate vermin complaints and undertake appropriate management.

Initial investigation within 5 business days.

City Standards and Animal Care

Planning and development

Service

Service description

Service standard

Responsibility

Development Application - Lodgement

Assistance to lodge development application and lodgement related enquiries.

Response within 1 business day. Immediate response at Council’s Administration Centre.

Development Assessment

Development Application - Processing

Assessment and determination of development applications in line with the Planning Act 2016.

Subject to statutory timeframes.

Development Assessment

Development Application – Pre Lodgement Advice

Face to face meeting or written advice from Council’s Planning Officers.

Immediate face to face response. Written response within 10 business days.

Development Assessment

Development Engineering Enquiry

Undertake engineering enquiry.

Initial response within 1 business day.

Development Assessment

Infrastructure Charges

Response to infrastructure charges enquiries.

Initial response within 2 business days.

Economic Development and Strategy

Planning and Development Certificates

Provide limited, standard or full planning and development certificates under the Planning Act 2016.

Response within 30 business days, depending on request type.

Development Assessment

Planning Enquiry

Undertake investigation of enquiry and provide a prompt response to the customer.

Initial response within 1 business day.

Development Assessment

Vegetation Protection Enquiries

Enquiries about vegetation protection on properties.

Initial investigation and contact owners (if identified) within 5 business days.

City Standards and Animal Care

Libraries

Service

Service description

Service standard

Responsibility

Library Services – Home Library Service

Delivery of library materials to housebound residents.

Initial response within 5 business days. Monthly delivery of loan materials.

Libraries and Creative Industries

Library Service Information Requests – Email

Response to library information requests by email.

Initial response within 2 business days.

Libraries and Creative Industries

Library Services – Internet

Request to access public internet in Council libraries.

Immediate response, dependent on internet connection availability.

Libraries and Creative Industries

Library Services – Loans

Reservations of library resources available for loan with reciprocal library agreements.

Initial response within 2 business days.

Libraries and Creative Industries

Library Services – Membership

Application for membership to join Logan City Library Service.

In-person application - Immediate response, dependent on valid identification.
On-line application – Immediate response
On-line enquiries – Response within 2 business days.

Libraries and Creative Industries

Library Services – Requests in Person or by Telephone

Response to library information requests in person or by phone.

Initial response within 1 business days.

Libraries and Creative Industries

Library Services - Resources

Transfer of resources between Council libraries.

Response within 2 business days when item becomes available for loan.

Libraries and Creative Industries

Roads and infrastructure

Service

Service description

Service standard

Responsibility

Drainage / Stormwater

Blocked gully pits / stormwater drains preventing water flow into the stormwater drain system.

Initial response within 10 business days. Immediate response if a safety concern.

Road Construction and Maintenance

Footpath Maintenance

Evaluate and make any footpath hazards safe.

Initial response within 10 business days.

Road Construction and Maintenance

Guardrails

Damaged or missing guardrails.

Initial response within 10 business days.

Road Construction and Maintenance

Kerb and Channel

Evaluate requests and make kerb and channel hazards safe.

Initial response within 20 business days.

Road Construction and Maintenance

Line Marking

Maintenance and repainting of faded line markings.

Investigation and response within 60 business days.

Road Construction and Maintenance

Potholes

Repair of potholes.

Initial response and investigation within 3 business days.

Road Construction and Maintenance

Roads - Sweeping

Debris or gravel on road that is hazardous.

Initial response within 2 business days. Immediate response if safety concern.

Road Construction and Maintenance

Signs - Traffic and Street

Damaged street, speed and traffic signs.

Response time within 10 business days.

Road Construction and Maintenance

Committees and meetings

Service

Service description

Service standard

Responsibility

Council and Committee Meeting Minutes

Access to Council and Committee Meeting minutes through Council’s website.

Minutes available on Council’s website within 10 days of meeting.

Corporate Governance

Council and Committee Meeting Agendas

Access to view Local Government meeting agendas through Council’s website.

Agendas available on Council’s website by noon on the Monday preceding the meeting date.

Corporate Governance

Customer commitment

Service

Service description

Service standard

Responsibility

Correspondence Response

Response to written correspondence received.

Initial response within 10 business days.

Whole of Council

Corporate Governance

Enquiries received in person at Council’s Customer Service Centres.

80% of enquiries resolved at first point of contact.

Customer Experience and Community Engagement

Customer Enquiries – Telephone Service

Enquiries received by telephone through Council’s Customer Contact Centre.

Average wait time of 45 seconds.
80% of enquiries resolved at first point of contact.

Customer Experience and Community Engagement

Customer Satisfaction – Customer Service Centres

Providing quality customer service to our community.

Average monthly customer satisfaction rating of 4 or greater on a 5 point scale.

Customer Experience and Community Engagement

Graffiti

Service

Service description

Service standard

Responsibility

Graffiti Removal

Removal of graffiti within the community.

Graffiti removed within 2 business days.

City Standards and Animal Care

Health and Wellness

Service

Service description

Service standard

Responsibility

Immunisation

Immunisation service enquiries.

Initial response within 7 business days.

Health, Environment and Waste

Sharps

Removal of sharps found on roadways, footpaths or drains.

Response within 1 business day.

Road Construction and Maintenance

Information and privacy

Service

Service description

Service standard

Responsibility

Right to Information

Response to Right to Information enquiries.

Please see Accessing information

Corporate Governance

Water and sewerage

Service

Service description

Service standard

Responsibility

Wastewater (Sewerage)

Investigation of wastewater concerns.

Urgent wastewater issues -response within 2 hours.
Non-urgent issues - response within 36 hours.

Water Operations

Water and Wastewater Service Interruption

Unplanned and planned interruption to the water and wastewater service.

Unplanned service interruption - resume normal service levels within 5 hours.
Planned service interruption - minimum of 2 days’ notice provided.

Water Operations

Water - Leaks

Investigation and repair of water leaks.

Urgent water leaks – initial response within 2 hours.
Non-urgent issues – initial response within 36 hours.

Water Operations

Water Meters, Hydrants & Standpipes

Investigation of any damage, maintenance or concerns with water meters, hydrants and standpipes.

Urgent issues – initial response within 2 hours.
Non-urgent concerns – initial response within 36 hours.

Water Operations

Water - Quality

Investigation of water quality concerns.

Initial investigation within 4 hours.
Urgent water quality issues -response within 2 hours.
Non-urgent concerns – initial response within 36 hours.

Water Operations

Council Vehicles

Service

Service description

Service standard

Responsibility

Vehicle and Plant - Contractor Enquiry

Investigate enquiry and evaluate against contract and legal requirements.

Initial investigation within 1 business day. Immediate response if safety concern.

Plant Fleet Services

Vehicles (Council) – Police Enquiry

Provide vehicle and driver details upon request.

Immediate response.

Plant Fleet Services

Vehicles (Council) – time and location enquiry

Investigate enquiry.

Initial investigation within 1 business day.

Plant Fleet Services

Vehicle Driver Behaviour -Council Employees

Investigate and evaluate complaint against policy.

Investigation within 1 business day. Immediate response if safety concern.

Plant Fleet Services