Customer Service Standards

Our commitment to customers

Byron Shire Council is committed to delivering great service to our customers and working in partnership with our community.  

In providing services to you, we will:

  • be respectful, proactive and friendly
  • listen and actively seek solutions
  • provide consistent, accurate and timely information

As customers, you can help us by:

  • providing relevant and accurate information
  • treating staff with respect and courtesy
  • respecting the privacy and rights of other community members

All staff at Council are ‘customer service officers’ and will make themselves available to listen to and answer your questions and concerns. 

Staff can be contacted during office hours by telephone, email and pre-arranged appointments, as well as generally to attend to customer enquiries at the counter. When enquiries of a technical or specialised nature cannot be answered immediately, a detailed message will be forwarded to the relevant staff member and they will contact you as soon as possible.

While we respect the rights of our customers to express their views, we will not tolerate abusive language, threatening or aggressive behaviour towards staff or other customers.

Our Values 

  • We lead with enthusiasm and purpose

  • We are open, honest and respectful

  • We foster wellbeing and creativity

  • We achieve our goals and succeed together

    Council's Values icons
 

 

Connect with Council

Connect with us to find out what’s happening at Council and what we’re doing around Byron Shire.  Why not:

Get involved

Help shape decisions for our community.  You can get involved by:

Let us know

Your feedback is valuable.  We would like to hear from you whether you have a request for service, compliment, a complaint or suggestion.

We always welcome feedback about projects Council has delivered and ideas on how we can improve our services. You can email them to media@byron.nsw.gov.au

You can also let us know when we need to take action to fix something or to request a service?  Click on Report it below to use our quick and easy customer request form. 

Report it 

Contact us

Our friendly Customer Service team is here to help and staff are available Monday to Friday from 8:30am to 4:30pm excluding Public Holidays. 

There are a range of ways you can contact us:

  • Come and see us at 70 Station Street, Mullumbimby
  • Pop in and see a Customer Service Officer at the Byron Visitor Centre, Jonson Street, Byron Bay (9:00am – 12:00pm and 12:30pm– 4:00pm (Please note card only payments able to be processed at this office)
  • Write a letter and post to PO Box 219, Mullumbimby NSW 2482

Our Promises

We promise to: 

  • answer telephone calls quickly

  • have staff available at our Mullumbimby Service Centre during business hours to respond to your enquiries

  • keep Council's website and online services running 

  • acknowledge emails to Council's main email address immediately and provide initial responses to emails quickly

  • for development services - to determine development applications under delegation in an average of 70 days and modification applications in an average of 50 days 

  • for building services - to have 80% of construction certificate applications processed in less than 28 working days and 80% of complying development certificate applications in less than 20 working days

  • for residents using "Report It" services - to immediately provide an acknowledgement that includes a reference number

  • address issues reported with household waste, green waste or recycling bin services resolved within 2 business days

We will regularly report on our progress with providing services that meet these promises. 

View customer service performance reports