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. |
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 |
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 |
Collection of missed kerbside waste. |
Missed kerbside waste collected within 10 business days. |
Health, Environment and Waste |
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 |
Noise Nuisance |
Complaints about noise from residential or commercial premises. |
Initiate investigation within 14 business days. |
Health, Environment and Waste |
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. 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 |
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. |
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 |
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) |
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 |
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. |
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. |
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 |
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. |
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 |
---|---|---|---|
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 (where the relevant service is available) |
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 |
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 |