Required Service

Service Supplied

Standard of Customer Service

Contributions

Access to information request

Provide documents for inspection unless exempt under legislation such as Local Government Act and Privacy Act

Within 21 days

Application form to be completed

Freedom of Information (FOI) request

Provide documents for inspection unless exempt under the Act

Within 21 days. Where consultation with a third party is required an additional 2 weeks is added to the timeframe.

Application form to be completed and in some other instances other documentation may be required

Local Government Act (s.12) information request

Provide access to public documents listed in s.12 (1) of the Local Government Act

Same day provision of information

Request can be made in person, by phone or written request. No form required

Council agendas and reports for Ordinary Council and Committee Meetings

Current reports available on Council website, Customer Service Centre and Council Libraries

At least 2 working days prior to each meeting

Customer Call Centre

Telephone service

Council will aim to answer 90% of incoming calls within 60 seconds. Calls directed to appropriate staff member.

Customer Service Counter

Counter service

Council will aim to ensure a maximum waiting time of 3 minutes before being attended to by a Customer Service Officer.

Interpreting service

Provide interpreting service over counter or phone

Use of external source - Translating and Interpreting Service (via phone) for ethnic languages. Council does not currently have any qualified Language Aides to offer an inhouse interpreting service.

Council Publications (except planning documents)

Provide hard copy or electronic copy (where available). Most provided on Council website.

Council will supply the publication upon request.

Request can be made in person, by phone or written request. No form required.

Outstanding rates notice (603 Certificate)

Certificate issued

Issue certificates within 1 week of payment.

Application form to be completed and in some other instances other documentation may be required

Potholes

Evaluate and make safe

Make safe within 3 working days of inspection.

Subject to weather

Footpaths trips/hazards

Evaluate and make safe

Make safe within 24 hours of inspection.

Subject to weather

Kerb and gutter hazards

Evaluate and make safe

Make safe within 24 hours of inspection.

Subject to weather

Blocked drains

Investigate and clean blocked drains

Investigate and clean blocked drains within 2 working days.

Street sweeping

Street sweeping and mowing of grass verges

4 weekly cycle

Subject to weather

Mowing of grass verges (where agreement exists)

Mowing of grass verges

Service dependent on individual agreements

Park maintenance

General maintenance/care of parks

4 weekly cycle

Filming request

Determine applications

Within 1 week of receipt of request.

Application for membership

Application to join Strathfield Library Service

Same day processing on receipt of provision of correct information and proof of residency

Reservations of library resources

Reserved resources available for loan

Reservations will be satisfied within 3 weeks subject to availability of item..

Interlibrary loan request for books

Books obtained from external library source for loan

Within 3 weeks subject to availability of item.

General information requests in person or by phone

Information supplied by reference staff

Responded to immediately.

General information requests by email

Information supplied by reference staff

Responded to within 3 working days.

Transfer of resources between libraries

Resources available at source of request

Transferred within 1 working day.

Access to Assessment Officers

Assessment Officers available for specific application related enquiries

Assessment Officers available via appointment between the hours of 8.30am and 4.30pm Mondays to Fridays.

Application form to be completed

Assistance for lodging development applications

Duty Assessment Officer available to assist applicants with general application and lodgement related enquiries

Duty Assessment Officers available at any time between the hours of 8.30am and 4.30pm Mondays to Fridays subject to other demands.

Pre DA lodgement advice

Meeting with planning staff and written advice

Advice letter posted within 14 days of the meeting.

Application form to be completed and in some other instances other documentation may be required. Correct fees to be paid.

Complying Development Certificate

Issue of a certificate

Certificate issued within 7 days.

Application form to be completed and in some other instances other documentation may be required. Correct fees to be paid.

Assessment and determination of applications

Undertake assessment according to documented procedures and determine application as per Environmental Planning and Assessment Act 1979.

Initial letter to be sent within 3 weeks outlining the application process. Undertake assessment according to documented procedures for all applications and certificates. Council will determine all applications and issue all certificates in 40 days.

Application form to be completed with relevant doucmentation attached. Correct fees to be paid.

Construction Certificate

Issue of Construction Certificate

Certificate issued within 7 days.

Application form to be completed and in some other instances other documentation may be required. Correct fees to be paid.

Access to DA file by applicant. (this is the same as Access to Information in the Governance section)

Access to Development, Building and Property files

Within 24 hours of lodgement of request of application

Application form to be completed and in some other instances other documentation may be required.

Outstanding notice and Order Certificates

Issue certificate

Within 3 working days

Correct fees to be paid

Zoning certificate (s149)

Provide hard copy. Issue within 4 working days.

Planning certificates issued within 4 working days of payment of fee.

Correct fees to be paid

Council Planning Publications

Provide hard copy or electronic copy (where available). Most provided on Council website.

Council will supply the publication upon request and payment of fee.

Correct fees to be paid

Monitor impacts from authorised building works on surrounding neighbourhood

Proactive site inspections and initiation of remediation where required

Minimum 1 visit per site. Large site minimum 1 visit per month. Number of visits determined by potential impact/construction process

Investigate and resolve complaints

Investigate complaints and compliance in regards to buildings regulation, environmental and health issues, animals, parking and abandoned cars and illegal works.

Acknowledge all requests within 2 weeks and initiate investigation of complaint.

Registration of animals

Maintain registrations through the Companion Animal website

Animal details entered onto Companion Animal website within 1 week of receipt.

Building inspections

Undertake building inspections

Within 2 working days of a request.

Investigate and resolve complaints

Investigate complaints and compliance in regards to food safety and public health, and noxious weeds.

Acknowledge all requests within 2 weeks and initiate investigation of complaint.

Domestic waste and recycle bins

Delivery of new domestic waste and recycle bins

Within 1 week of ordering

Correct fees to be paid

Domestic waste and recycling

Collection of domestic waste and recycling

Weekly service

Garden vegetation

Collection of garden vegetation

Fortnightly service

Household collection

Standard household collections (twice per year)

2 collections each year

Correct fees to be paid