Contact Us

We're here to help

We’re committed to providing friendly, timely and professional service to our community. If you’d like to give feedback, ask a question, report an issue or talk to us about something that matters to you, we’re here to listen. Use the contact options below and we’ll make sure you’re connected with the right person.

Email

Email council@hinchinbrook.qld.gov.au and your enquiry will be tasked to the relevant team for actioning.

Online

To request a service, make an enquiry, provide feedback or report an issue, please use the web forms below: 

Contact Us here.

Phone

Call our customer service centre on (07) 4776 4600.


Post

PO Box 366, Ingham QLD 4850

Snap Send Solve

If you spot something that needs attention — such as potholes, graffiti, damaged signs or local maintenance issues — you can report it by downloading Snap Send Solve for free from the App Store or Google Play to report issues straight from your phone.

Click Start Snapping for more information.


Visit

Our customer‑facing main office is located at 25 Lannercost Street, Ingham, and is open from 8.30am to 5pm, Monday to Friday, excluding public holidays and the festive close down period.

Feedback and complaints

A complaint relates to the service, decisions or actions of the Council or its staff; or the conduct or performance of a Councillor of a local government. Complaints can include misconduct or inappropriate conduct of a Councillor or employee, development or contractual decisions of Council and competitive neutrality. All written and electronic complaints must be addressed to the Chief Executive Officer.

You can make a complaint in any of the following ways:

How your complaint will be investigated?

When you submit a complaint, it will first be assessed by the governance department. They will determine the most appropriate department or officer to investigate and respond to the matter.

The relevant Council officer will investigate the issue and, in consultation with the governance department, prepare a response. If required, a Council officer may contact you to discuss your concerns or request further information.

Council will provide a written response outlining its position on the matter and the reasons for the decision. The response will advise whether your complaint has been substantiated or unsubstantiated and explain how that conclusion was reached.

If you are dissatisfied with the outcome, you may request an internal review. The review will be conducted by an officer senior to the original decision-maker, who will independently reassess the matter and review the decision with a fresh perspective.

How long it will take?

Council will do its best to resolve your complaint within 30 business days, depending on the nature and complexity of your complaint. If there is a delay, the Council officer will contact you to advise of the circumstances and the estimated time for receiving the response. You should be aware that by lodging a complaint, the matter will not be automatically suspended or put on hold.

Can I take further action?

If you are not satisfied with the outcome of your concerns, following an internal review, you have the right to take your complaint to an external agency, such as the Queensland Ombudsman or Judicial Review.

If you believe that the complaint involves crime or corruption on the part of a Councillor or Council officer, this may be reported to the Crime and Corruption Commission to be dealt with externally.

Customer Service Charter

The Charter outlines the service levels and response times that community members can expect when dealing with Council.

Read our Customer Service Charter here(PDF, 629KB) .


Privacy Notice

Hinchinbrook Shire Council respects your privacy. We collect your personal information and any comments you provide to help improve our services and overall operations. This information is collected and managed under the Information Privacy Act 2009.

Your personal information will not be shared with any other person or agency unless you give permission or we are legally required to do so. You can apply to access and amend your information at any time using the appropriate form available on Council’s website.

 

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