Council’s digital transformation: more services online

Surf Coast Shire Council is continuing an ongoing commitment to improve the customer experience with about 100 Council services now available online at

Council’s digital transformation aligns with the Lodge a Request service where customers can lodge a request for service, information or maintenance online – anywhere, anytime.

Customers are then able to track their request and choose to be informed of the outcome.

Mayor Rose Hodge said improving online services will help “streamline the process” for both customer and Council by reducing or removing the duplication and manual handling of information.

“Customers can now source, fill out and lodge forms and requests online for 99 services without having to scan, email, drop-off or mail in the printed form. We’re committed to providing quality customer service that’s convenient, timely and responsive,” Cr Hodge said.

“Council has multiple channels for customers to use including phone, email and online forms. Lodging in-person isn’t possible currently due to COVID-19 restrictions, so ensuring customers can access information and the services they need online is really important.”

“More services available online means the community can find what they need, and easily navigate what we as a Council offer, and the resources we provide.”

“Whether it’s a building and property information request, a bin replacement form, registering for an upcoming community event, a kinder gym registration form or applying for a permit for Works Within Roads Reserve, it’s all online.”

“We hope the community are continually noticing improvements when they contact us, are able to find the information and services required and we’re providing the customer service they expect.”

Council is aiming to deliver an exceptional customer response result in 2020-21. The goal is supported by the organisation’s transition to a Customer Request Management system which features clear request categories and appropriate timeframes to complete requests.

To Lodge a Request, visit and to find the Council service you require go to

Council office in Torquay remains closed due to the Victorian Government’s work from home directive during COVID-19.

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