Fraser Coast recognised among best for customer service

Published on 06 August 2026

• Fraser Coast ranked third in Queensland for community satisfaction in independent report
• Council climbs nine places in the latest Snap Send Solve Community Satisfaction Index
• New Customer Service Centre hours from 31 August

Fraser Coast Regional Council has been recognised as one of Queensland's leading councils for customer satisfaction, climbing nine places to rank third in the state in the latest independent Snap Send Solve Community Satisfaction Index.

The annual index combines independent community survey results with customer ratings from people who have reported issues through the Snap Send Solve platform, with Fraser Coast finishing behind only Logan City and Burdekin Shire councils.

Fraser Coast Mayor George Seymour said the result reflected the hard work of staff across the organisation who support residents every day.

“Whether someone contacts us by phone, visits one of our customer service centres, submits an online request or reports an issue, our focus is on providing timely, helpful and professional service,” he said.

Cr Seymour said residents could contact Council in the way that best suited them, including by phone, webchat, email, through the online ‘Request a Service’ portal, in person at a Customer Service Centre or by using the Snap Send Solve app to report issues.

“Giving people more ways to contact us means they can choose the option that’s most convenient, whether they’re at home, at work or out in the community,” he said.

Cr Seymour said the ranking reflected the scale of customer service delivered across the organisation every day.

“During the 2025/26 financial year alone, Council received almost 86,000 phone calls, more than 62,000 emails and welcomed more than 25,000 customers through its Customer Service Centres in Hervey Bay, Maryborough and Tiaro,” he said.

“Around one in five enquiries related to rates, while animal management (11 per cent), waste (10 per cent), water (9 per cent) and development (8 per cent) were among the most common reasons people contacted Council.”

Cr Seymour said Council was introducing consistent new opening hours for its Hervey Bay and Maryborough Customer Service Centres from Monday 31 August, when the Hervey Bay Community Hub opens at 23 Main Street in Pialba.

“The revised 9am to 4.30pm opening hours will provide a more consistent customer experience across both centres while better aligning with the opening times of the new Hervey Bay Library,” he said.

Residents can contact Fraser Coast Regional Council by phone on 1300 79 49 29, by email enquiry@frasercoast.qld.gov.au, through webchat or via the Request a Service portal on Council’s website, or by visiting a Customer Service Centre in person.