City of Logan Customer Charter

Channel of choice

We value your time and are committed to offering you convenient access to our services.

Below is an overview of the available channels that you can use to contact us and our initial target response time for each one.

Channel	Description	Our promise to you
Online (self service)	We provide a range of self-services, see Online Services and improvements.	By self-serve we will: ensure available self-services and relevant information are accessible on our website. See Key service standards for response times
Email	All enquiries can be emailed to council@logan.qld.gov.au. If your request is an urgent issue, unplanned outage or public safety concern please contact the Customer Service Centre on 07 3412 3412. Do not send an email in this instance.	By email we will: acknowledge receipt by auto reply and include our privacy collection notice lodge a request for service, if applicable, within 3 business days send a response or an update within 10 working days from when the email was received. Standards do not apply to unsolicited mail, sales, or promotional material.
Social media	You can contact us through our social media channels, which include: Facebook Twitter YouTube LinkedIn Instagram	By social media we will: Acknowledge or respond to requests for services or information received through our corporate social media channels within 4 hours during business hours. Please see Social media for more information on how our employees interact with customers using social media platforms.
Phone	You can call us on 07 3412 3412 including after hour emergencies. This is the best contact method for urgent issues, outages, and public safety concerns, for example to report: an aggressive dog roaming stock, e.g. cattle burst water mains. If you need an interpreter, please call the Translating and Interpreting Service (TIS) on 131 450. If you have a hearing or speech impairment you can contact the National Service on 133 677 for hearing impaired or 1300 555 727 for speech impaired.	By phone we will: answer your call on average within 45 seconds return calls within one working day or as agreed resolve 80 per cent of enquiries at the first point of contact, 07 3412 3412, by lodging a request or providing you information provide an emergency after-hours service so that we can respond to urgent issues. Please remember that during emergency events, weather events or pandemic, there may be an increase in wait time.
In person	We have three service centres across the City of Logan that you can use to get in-person assistance: Logan Central: 150 Wembley Road, Logan Central Open Monday to Friday from 8:00am to 5:00pm excluding public holidays Beenleigh: 105 George Street, Beenleigh Open Monday to Friday from 8:00am to 4:45pm excluding public holidays Jimboomba: 18–22 Honora Street, Jimboomba Open Monday to Friday from 8:00 am to 4:45 pm excluding public holidays	Face to face we will: deal with your request promptly. make specialist employees available by phone or in person, either on request, making a mutually convenient appointment, or by prior arrangement. resolve 80 per cent of enquiries during your visit by lodging a request or providing you with information.
Post	You can send written correspondence to us by posting it to: Chief Executive Officer Logan City Council PO Box 3226 Logan City DC QLD 4114	By written correspondence we will: lodge a request for service, if applicable, within 3 business days send a response or an update within 10 working days from when the correspondence was received, this does not include Australia Post delivery times. Standards do not apply to unsolicited mail, sales, or promotional material.

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