TRC transitions customer service enquiries to phone, online channels

Toowoomba Regional Council (TRC) will handle most customer enquiries by phone, email and other online channels only from Monday, March 30.

TRC General Manager for Service Delivery and Sustainability Arun Pratap said Council’s Customer Service Centre offices at Toowoomba, Crows Nest and Millmerran would be open by appointment only from 1-4pm on Monday, Wednesday and Friday for selected services that could not be conducted by phone or online. Council’s other Customer Service Centre offices will not accept face-to-face counter business from Monday (March 30).

“Council’s Customer Service branch performs a critical function in our daily operations, and we are positive that we can maintain our high service levels to the community across our other channels while ensuring we safeguard the health of residents and staff during the Coronavirus pandemic,” Mr Pratap said.

“This move follows careful consideration of state and federal government advice around the necessity for people to remain at home for all but essential reasons.

“We have noted a decline in the number of residents visiting our Customer Service offices in line with the widespread health and safety warnings and requirements for social distancing.

“A review of face-to-face enquiries has shown that there are very few enquiries which can not be handled by officers on the phone or via our online or social media channels.

“Numerous other local governments are shifting to a greater reliance on online contact to further avoid face-to-face contact.”

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