Brisbane City Council’s award-winning Contact Centre is fielding thousands of calls every day, with rubbish collection, animal control and parking enquiries topping the list of more than 1.2 million enquiries in 2018.
Lifestyle and Community Services Chairman Peter Matic said Council’s Contact Centre was a one-stop-shop for everything Council related, 24 hours a day, seven days a week.
“Council’s Contact Centre is the best way to get in touch about any Council-related issues, whether it be problems with the timing of traffic lights, a lost pet, reporting a pothole or asking for information on your rates,” Cr Matic said.
“Council is committed to ensuring Brisbane remains a great place to live, work and relax and prides itself on being accessible to residents at any time of the day or night, with close to 90 per cent of calls answered within 20 seconds.
“Every day the Contact Centre responds to more than 3300 enquiries, of which 2400 are made by phone, predominantly between the hours of 9am and 11am.
“Social media continues to be used as a method of communication and last year, Council responded to more than 77,000 enquiries via Twitter and Facebook as well as 227,000 enquiries through the Brisbane City Council website.
“Waste, animals and parking enquiries continue to the top the list, with more than 84,000 people calling in to ask about waste collection in 2018.”
Cr Matic said Council’s Contact Centre continued to receive positive feedback, with a majority of callers hanging up the phone happy.
“Recently, Council introduced a random survey and, out of 3000 responses, 94 per cent said they were happy with the service our Contact Centre provided,” he said.
“We want the community to be engaged with our city and services, which means we are open for business 24/7 to ensure customers can get the best possible experience dealing with Council.”
| Type of enquiry | Total |
| Waste Collection | 84,865 |
| Animal Control | 73,180 |
| Parking | 69,213 |
| Rates | 61,053 |
| Property searches | 58,739 |
Residents can get in touch with Council’s Contact Centre at www.brisbane.qld.gov.au, via social media, on 3403 8888 or by visiting a Regional Business Centre.