Council trials hinterland customer service desk


Council’s customer service team has branched out into the hinterland with the launch of a new satellite help desk at Cooroy Library. 

Picture for media release

The new Noosa Council customer service desk in Cooroy is located just inside the Cooroy Library near the library’s help desk.

Mayor Frank Wilkie said residents have been asking for more services to be located in the hinterland communities. He said the new customer service desk at Cooroy Library is part of Council’s plan to make Council more accessible to residents and ratepayers in the hinterland.

“We offer numerous ways to reach Council including a call centre, web chat, online services and the Snap Send Solve app, but we know that for many people face-to-face remains the preferred way of connecting. For those who can’t make it to the Tewantin offices, a hinterland option may be easier to access,” he said.

“Customer service staff based at the library can help with general Council enquiries, provide advice about Council’s services and facilities as well as receive requests and forms.”

Community Services Director Kerri Contini said the hinterland trial builds on efforts to make Council and its services more convenient to the community in ways that are relevant to individual needs.

“The Library BookShelf Kiosks we launched at Pomona and Peregian Beach last year to provide residents in those areas easier access to library services have proven a success, and this trial is another way we hope to extend our reach,” Ms Contini said.

“This trial will tell us if face-to-face customer service should have a permanent presence in the hinterland and what that service should include.

“We will be gathering data on what suburbs people are coming from and the types of enquiries they have.

“In the beginning we will accept credit card, eftpos and cheque payments at Cooroy Library, however during the trial period we won’t have secure storage so we can’t accept cash initially. However, if the trial is successful we will install the necessary infrastructure to be able to safely take cash at the Cooroy Library customer service counter. 

“With 3% of payments to Council made in cash, our main Tewantin Customer Service counter can of course accept cash,” Ms Contini said.

The new customer service desk is located just inside the Cooroy Library near the library’s help desk. It will operate from 9am to 5pm Monday to Friday.

Mayor Wilkie said Council planned to periodically hold its Ordinary Meetings at halls and other facilities across the shire so more residents could come along and watch Council’s decision-making process in person.

“Our shire covers an 872-square-kilometre area so it’s important we do what we can to bring the functions and services of Council out to the people in the further reaches of our shire,” he said.