Survey aims to boost Fraser Coast service delivery

THE Fraser Coast Regional Council is on a quest to determine how it performs in comparison to other councils across Australia.

Customer service at the Fraser Coast Regional Council is about to go under the spotlight. Officials say the survey will help improve service delivery in the region. PHOTO: Supplied.

CEO Ken Diehm said Council was committed to delivering the best possible services to the community and had engaged a market research company to survey residents about their experiences.

If you’ve interacted with Council over the past three months you could be included in the research.

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Hundreds of people are expected to be surveyed.

“Council delivers a broad range of services to the community, ranging from water supply and waste collection through to maintaining parks and playgrounds, assessing development applications and responding to animal management issues,” Mr Diehm said.

“Our community is central to everything we do and we have engaged independent market researchers CSBA to do a customer experience survey to ensure we are delivering the best possible service and meeting the needs of the community,” he said.

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Participating in the survey is optional.

However, Mr Diehm encouraged people to take part as the feedback provided would “help us help you.”

Mr Diehm said the survey would not only identify areas for improvement but would also help benchmark the Fraser Coast’s performance in comparison to other councils across the country.

Council received almost 100,000 calls during the 2019/20 financial year and almost 25,000 people attended Council’s customer service centres in Hervey Bay, Maryborough and Tiaro.

“Council aims to action 80 per cent of requests at the first point of contact as part of our Customer Experience Charter,” Mr Diehm said.

“Almost a quarter of the calls we receive relate to rates payments and enquires, while 11 per cent are animal related, 10 per cent are about waste issues, about six per cent are water related and five per cent are development enquiries,” he explained.

Fraser Coast residents and visitors can get in touch with Council in a range of ways – in person at Customer Service centres, over the phone on 1300 79 49 29 (including after-hours emergency service), via email at, or through the Snap Send Solve phone app.

The Snap Send Solve phone app allows residents to report issues or incidents to Council and attach photos with geo tagging (location information). More information about the app is available, here.

What are some of the areas you believe the Fraser Coast Regional Council needs to focus on and improve? Let us know in the comments section below.

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