Contact

Contact the City of Launceston Customer Service department via the below contact details:

Phone: 03 6323 3000

Email: contactus@launceston.tas.gov.au

Fax:  03 6323 3001

In Person: Town Hall, 18-28 St John Street, Launceston

After hours assistance

After Hours

  • After hours emergencies involving Council facilities: 03 6323 3333
  • After hours emergency dog attacks: Tasmania Police 131 444
  • Stray or lost dogs: please see our Stray Dogs page

 

Services to offer further assistance

The City of Launceston is National Relay Service (NRS) friendly. 

If you are deaf or have a hearing or speech impairment, you can call us through the NRS and ask to be connected to 03 6323 3000. TTY users can call 13 36 77. Speak and listen (speech-to-speech) users can call 1300 555 727. To make other relay calls, visit the NRS. 

 

Reporting an issue within your community

Report an Issue
If you would like to advise us of any issue within the municipality, please complete our online Report and Issue form.

 

Snap Send Solve
Snap Send Solve is a free application for smartphones that allows you to quickly report issues to Council. Your report is sent from the app using your email address so that the council can respond directly to you to solve the issue. To install, simply search for Snap Send Solve in Apple's app storeGoogle Play or visit the website

 

SnapSendSolve icon.png

 

 

Customer Service Charter

Purpose and Scope

For the City of Launceston to formally document its Customer Service Charter.

The Charter applies to our customers who are any people or organisations who have dealings, alliances or partnerships with the City of Launceston including Queen Victoria Museum and Art Gallery, Leisure and Aquatic Centre, University of Tasmania Stadium and Launceston Visitor Information Centre.  

We adhere to the Vision, Mission and Values of the City of Launceston. 

 

Feedback

Our Customer Service Charter details the City of Launceston's service standard and explains what you as our customer can do if we have not delivered a service to that standard.

Our Charter has been developed to further build and enhance relationships and partnerships with our community and customers and to provide for a system of continuous improvement in customer service delivery.

Please contact us with any feedback on our services and facilities.  

 

What you can expect from us

At all times we will:

  • Handle your enquiry promptly
  • Respect your privacy
  • Consult with and listen to you, without making commitments we cannot keep
  • Maintain the City of Launceston's facilities in a safe and proper manner to ensure your convenience and comfort
  • Provide a high standard of presentation and performance
  • Greet you in a friendly way and identify ourselves
  • Be helpful and sensitive to your needs
  • Communicate clearly and in plain English
  • Work with you to solve problems

 

Service

Standard

Council-wide Customer Service

Answer your telephone call

5 rings

Return your call

1 working day

Acknowledge your letter/email (please note, if a detailed reply is required it may take additional time to research; we will let you know if this is the case)

10 working days

Respond to complaints

Always

Notify you as soon as practical if there is a delay on our service commitment to you

Always

Provide after hours service for emergencies

Always

Leave a “visit card” with contact details if we call at your residence and you are not at home

Always

Endeavour to refer you to an appropriate service provider if Council cannot provide the service you require

Always

A counter service queuing time of less than

10 minutes

Confidentiality of your personal information

Always

Reasons for our decisions whether they are agreeable to you or not

Always

To be seen on time if you have an appointment

Always

Acknowledgement and advice regarding intended actions to your written enquiries

10 working days

Animal Control

* Respond to emergency dog attacks

24 hours a day

Respond to routine dog complaints

3 working days

* For safety reasons, Council only responds to after-hours emergency dog attacks where Tasmania Police has requested assistance. Council is not able to respond to after-hours calls about stray or lost dogs

Building

Process a building permit

7 working days

Undertake building inspections

2 working days

Process a plumbing permit

10 working days

Process a special plumbing permit

10 working days

Undertake plumbing inspections

2 working days

Provide applicants with an initial review of decisions

Always

Drainage/Stormwater

Respond to drainage emergencies

24 hours a day

Respond to seepage/drainage problems

10 working days

Environmental Health

Respond to food complaints

48 hours

Respond to urgent environmental nuisances andhigh riskpublic health matters

24 hours a day

Inspect registered food premises

Minimum of once per year

Conduct immunisation clinics

Weekly

Conduct school immunisation clinics

Annually

Finance

Payment of accounts

By due date

Respond to rates enquiries

10 working days

Fire Hazards

Respond to fire hazard notifications (during permit period)

5 working days

Governance

Review Council’s Strategic Plan

Every 5 years

Publish Annual Report

Every November

Have Council Meeting Agenda available

4 days before meeting

Human Resources

Acknowledge receipt of job applications

10 working days

Provide outcomes of job applications

10 working days

Museum and Arts

Hold new exhibitions at the QVMAG

Quarterly

Planning/Sub Division

Acknowledge your planning application

10 working days

Respond to your request for planning information

10 working days

Roads

Inspect, assess and respond to requests about potholes, edge breaks and cracks

10 working days

Grade unsealed roads

Minimum of once per year

Attend to identified damaged street furniture

10 working days

Road sweeping of Council owned roads with kerb and gutter

Every 2 months

Waste

Garbage collection

Weekly

Recyclable collection

Fortnightly

Provide new or replacement wheelie bins

10 working days

 Emergencies
An emergency is regarded as an incident that threatens life or property or one that may cause environmental harm Within 2 hours

Contacting us

Please see Contact Us for information about getting in touch with Council. 

See each Aldermen's page for individual contact details. 

 

Community Engagement

We are committed to ensuring that as many people as possible who are affected by decisions of the Council have the opportunity to be consulted about their needs and concerns prior to the decision being made.  

Your Voice, Your Launceston

This online consultation platform is an opportunity for locals to have their say on key issues in the municipality.   

Council Meetings

Council meets on the second and fourth Monday of each month. The public is welcome to attend and ask a question on any matter relating to Council; or speak at a Council meeting for a maximum of two minutes, on any item listed on the agenda. Listen to live and previous council meetings here.  

Follow us on Facebook

Stay informed about issues and news around the municipality by following our Facebook Page, City of Launceston Official

 

Complaints

If we’ve let you down, we’ve let ourselves down and we would like to work with you to improve our service. The Council’s Customer Service Centre is your first point of contact for all enquiries and complaints.  

Experience has shown that the majority of complaints will be satisfactorily resolved, however if you are unhappy with the outcomes you may ask for a review of your complaint by the General Manager, who will investigate your complaint and inform you of the findings.

There is also the Ombudsman who may review actions and decisions taken by the Council. The Ombudsman is responsible to Parliament for investigating complaints made about administrative actions (or inactions) of Tasmanian Government Departments, most Statutory Authorities and Local Government. Visit the Ombudsman's website for more information and how to get in contact. 

 

Review

This policy will be reviewed no more than five years after the date of approval (version) or more frequently, if dictated by operational demands.

If you would like a PDF version of the Customer Service Charter or if you have any questions please contact us

 

 

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