Customer contact centre drives service delivery
Published on 02 June 2026
Waste, rates, and compliance matters have topped the list of the most common enquiries managed by Gympie Regional Council’s Customer Contact Centre in 2025.
Last calendar year (2025) Council’s Contact Centre dealt with more than 67,800 enquiries through face-to-face interactions, emails, traditional mail, online requests, and phone calls.
Gympie Mayor Glen Hartwig said Council’s Contact Centre was the front door into Council, providing accurate, consistent advice and service for a huge range of inquiries.
“What makes local government so special is our presence in the community and our ability to chat directly with our residents every single day,” Cr Hartwig said.
“Our Customer Contact Centre is a critical part of our engagement with the community, offering one place for residents to contact should they have a matter to discuss or an issue to work through.
“In 2025 our Contact Centre answered 41,350 phone calls, and average of about 3,445 every month. The teams also spoke face to face with more than 12,700 residents at both our Town Hall and Channon Street centres, and processed 12,865 emails, mail, and online requests.
“While more than half of these enquiries were handled by the team at the first point of contact, more than 27,400 became Customer Action Requests, which were provided to the various teams within the organisation to action.”
Cr Hartwig said requests relating to waste and resource recovery, rates, and compliance remained the most common topics for residents contacting Council.
“This could include everything from checking their local bin day or ordering a new bin, to organising payment of rates, and reporting barking dogs or illegal dumping,” he said.
“Every day our team manages general enquiries from all parts of the region and beyond, and Council also offers an afterhours phone service for emergency Council matters.
“This seemingly basic service is so critical in the way we do business and is designed to help residents access Council information and support in the way that suits them best.”
Council’s Customer Contact Centre is available for general enquiries via 1300 307 800 from 8:30am to 4:45pm Monday to Friday (excluding public holidays). An after-hours service is provided for emergencies only.
Residents can lodge requests, make a payment, or register their dog online via www.gympie.qld.gov.au or visit in person at the Town Hall, Kilkivan Offices, or the Planning and Development Office at Channon Street for all Planning and Development-related enquiries.
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