Customer Service and Information

Service	Service description	Service standard
Mail / email correspondence	Requests for information	Response or update within 10 business days
Mail / email correspondence	Requests for service	Response or update within 3 business days
Social media	Requests for information and service received by private messages	Response or update within 4 business hours
Customer service centres	Requests for information and service received in person (Logan Central, Beenleigh & Jimboomba)	80 percent of enquiries resolved at first point of contact
Customer contact centre	Requests for information and service received by telephone (3412 3412)	Average wait time of 45 seconds
Customer contact centre		80 percent of enquiries resolved at first point of contact
Customer satisfaction surveys	Providing quality service to our community by measuring the end to customer experience	Customer effort - rating of 4 or greater out of 5
		Contacting Council - rating of 4 or greater out of 5
		Processing and outcome of request - rating of 4 or greater out of 5
		Overall experience - rating of 4 or greater out of 5

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