We offer a One Counter Solution for most Council services. Customer Service staff are multi-skilled and able to assist with a wide range of enquires, including:
Enquiries related to filming or use of Council parks and sporting fields, should be directed to the Recreation Bookings Coordinator via email email@example.com.
In addition to our Customer Service desk at our Civic Centre in Drummoyne, Council also operates a Customer Service Desk at Concord Library every second Wednesday from 12:30–3:30pm. Click here to see dates. This Customer Service desk can assist with:
If you have any questions about this service please call 9911 6555.
Council's JP service is available at the Drummoyne Civic Centre, Monday to Friday from 8:30am–4pm. Please ensure that you are practising social distancing and following recommended hygiene measures when attending. The JP Register and a list of additional JP venues can be found here.
JP services are also available at Concord and Five Dock Libraries. Please click here to book.
Council's Duty Planner service is usually available at the Drummoyne Civic Centre, Monday to Friday from 8.30am–1pm. Due to recent developments with Coronavirus (COVID-19), the Duty Planner Service will operate as only a phone based service until further notice. You will need to book an appointment through our online booking system. The Planning and Development section of this website contains all relevant planning controls. The property information and application search tools enable you check the status of your development application.
All Council forms and fact sheets are stored in one central location.
We can accept cash, cheque, EFTPOS and credit card (except Diners). Please note both Visa and Master credit card transactions will incur a 0.6% surcharge, Amex Card transactions will incur a 1% surcharge.
Our Customer Service Charter outlines what you can expect from the City of Canada Bay. We aim to deliver high-quality services to meet your needs and strive for continuous improvement.
The City of Canada Bay prides itself on delivering excellent service to residents and customers. We welcome all feedback from the community, whether it be positive or negative. If something has exceeded or not met your expectations, Council would like to know about it.
Council believes effective feedback management benefits the organisation in the following important ways:
These are service requests that fall under the normal scope of Council services. These can be reported to Council via the online forms, or via email to firstname.lastname@example.org or by phone 9911 6555.
A complaint is when a service or request is not actioned in a satisfactory way, which infers that a request has already been lodged with Council for the particular issue. It can be any expression of dissatisfaction with Council:
Council has developed a comprehensive Complaint Management Policy to ensure all complaints are dealt with as follows:
When you have had a positive experience with Council staff or services Council would encourage your feedback to ensure that relevant staff are commended for providing quality services to the residents of Canada Bay.
A customer normally needs to provide:
It is important to keep in mind that Council has a wide scope of operations (and particularly for certain areas and requests the timeframes for managing various issues vary), so being informed about how the services work, or should work, is an important step in the process. Council's website is an excellent resource, and is always being updated with improved content in this regard.
For further information, please see Council's Complaint Management Policy
If you are dissatisfied by a decision or outcome to lodging a complaint with Council you can contact the relevant body: Department of Local Government, NSW Ombudsman, ICAC, Privacy NSW.