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.

Initial investigation within 10 business days.

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

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

Collection of missed kerbside waste.

Missed kerbside waste collected within 10 business days.

Health, Environment and Waste

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 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)

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. Immediate response if safety concern.

Parks

Park - illegal activities

Complaint about motorbikes, theft or vandalism in a park.

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

Parks

Park incident

Investigate accident / incident within park.

Initial response within 1 business day.  

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

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

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

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

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

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

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

Correspondence Response

Response to written correspondence received.

Initial response within 10 business days.

Whole of Council

Customer Enquiries – Counter Service Centres

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 Removal

Removal of graffiti within the community.

Graffiti removed within 2 business days.

City Standards and Animal Care

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

Right to Information

Response to Right to Information enquiries.

Please see Accessing information

Corporate Governance

Total water and wastewater main breaks

The total number of water main breaks, bursts and leaks, and wastewater main blocks and chokes in all diameter distribution and reticulation mains.

25 breaks per 100 km of main.

Water Operations

Incidence of unplanned interruptions

The number of unplanned interruptions where customers are without potable water supply, per 1,000 connected properties.

Aiming for 90 percent of property connections to experience no unplanned water supply interruptions annually.

Water Operations

Planned Water Supply and Wastewater Service Interruptions

Planned works that may disrupt your water supply or wastewater service.

Providing at least two business days' notice of any planned works that may disrupt your water supply.

Water Operations

Average response time for water and sewerage incidents

The average response time for water service incidents, regardless of whether the incident causes an interruption to customers. It is determined as the time it takes to get a person / team on-site to commence fixing the problem.

Aiming to respond to urgent water and wastewater incidents within two hours.

Aiming to respond to non-urgent water and wastewater incidents within 36 hours.

Water Operations

Restoring services following unplanned interruptions

An interruption commences when the water utility is aware that the water supply or wastewater service is interrupted and ceases when ‘normal’ service is restored.

Aiming to restore normal service levels within five hours.

Water Operations

Pressure and Flow

The minimum flow rate and pressure at a customer’s property connection.

Supply our customers with water at a minimum flow rate of 20 litres per minute to meet household needs (for standard residential connections).

Water Operations

New connections

Connection to the water or wastewater network.

Connect your property to our water and wastewater network within 15 working days of receiving your application and payment (where the relevant service is available).

Water Operations

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