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Customer Service Centre

About the Customer Service Centre

At the new Townsville City Council, our emphasis is on customer service and helping you find the answer and solutions to all of your questions. The Customer Service Centre aims to answer the majority of your council queries at the first point of contact.

Locations

The Customer Service Centre has two locations:

Both centres are open from 8.30am to 5pm Monday to Friday.

Thuringowa Drive

Located at 86 Thuringowa Drive, this centre provides the following services:

  • Receipting of rates
  • Receipting of dog registrations, food business licences, ERA renewals
  • Receipting of applications including: water meters, hydraulic applications, siting relaxations, roadworks (driveway) applications.

The following can only be conducted from the Thuringowa Drive centre:

  • Standpipe hire.

Walker Street

Located at 103 Walker Street, this centre provides the following services:

  • Receipting of rates
  • Receipting of dog registrations, food business licences and ERA applications.

The following can only be conducted from Walker Street centre (Planning Services, Level 2):

  • Applications including water meters, hydraulics, siting relaxations, and roadworks (driveway), and
  • Viewing building files.

Call centre

The Customer Service Centre can be contacted during opening hours on 4727 9000. This is also the main contact number for all council departments; call centre operators will be able to assist you in reaching the correct department

After hours your call will be transferred to the After Hours Emergency Service Provider who will record your complaint or service request and refer it to the appropriate council officer. If the matter is urgent and can not wait for normal business hours you will be put in touch with the on-duty council officer.

Payments made at the Customer Service Centre

Cashier Hours are 8am to 5pm, Monday to Friday. Payments can be made during these hours. There are many payment options available to customers - these options are outlined on the relevant notice. We accept cash, cheques, Mastercard, Visa and American Express. Payment is also available online.

We aim to finalise 95% of all council queries directed to us. Where we cannot answer your query, we can connect you with the correct officer to help you.

Key functions and activities

  • Customer queries and requests
  • Reception for whole of council
  • Visitor's passes
  • Payment for all council operations - cash, cheque, Visa, Mastercard and American Express
  • Plumbing applications
  • Water Watcher queries
  • Requests for service for all Council departments
  • Information on Council services
  • Room bookings and key collection
  • Justice of the Peace available most times (please ring and make appointment)
  • Order and pick up plans
  • Book plumbing inspections
  • Video-conferencing (24 hours notice required)
  • Order and collect stand pipes
  • Dog registration payments and information

Forms and Standards

The Customer Service Charter is currently under review.