Media Release - Council launches Herbie voice phone service
Published on 13 November 2026
Residents can now access Council information and services in a new way, with Herbie Voice, Hinchinbrook Shire Council's virtual assistant, now available over the phone during business hours.
Building on the introduction of Herbie on Council's website, the next stage of the service allows residents to interact with Herbie by phone, providing another convenient way to access Council information and support.
Herbie Voice can assist with a range of common enquiries, including waste and recycling information, rates enquiries, Council facilities, permits, service requests and general Council information.
During business hours, callers can press 1 for Herbie or 2 for a customer service officer. If Herbie cannot help, callers can be referred to an officer or have a request logged on their behalf.
Acting Chief Executive Officer Lalji Rathod said Herbie Voice provided residents with another option to access information and services while complementing Council's existing customer service channels.
“Herbie Voice is designed to give residents another convenient way to access Council information and services. Initially, the service will be available Monday to Friday from 8.30am to 5.00pm, with 24-hour access planned in the coming months," Mr Rathod said.
“It is important to note that Herbie is an additional service and does not replace our customer service team.
“Residents can continue to visit Council's Customer Service Centre, call us during business hours, email Council, lodge requests through our website, or speak directly with our staff.
“Using Herbie is entirely optional and simply provides another convenient way to access information and services.”
“We know people like to connect with Council in different ways. Some residents prefer speaking directly with our customer service officers, while others may appreciate the convenience of a virtual assistant. Herbie gives our community that choice."
Herbie Voice builds on Council's online chatbot, available 24/7 through Council's website. Residents are encouraged to try Herbie and provide feedback to help improve the service. Herbie complies with Australian privacy and security standards, but users should never share bank account details, passwords or PINs.
Avoid speakerphone and minimise background noise for the best experience. Urgent after-hours matters will continue through Council's existing on-call arrangements.
Residents can contact Council by phone on (07) 4776 4600, email council@hinchinbrook.qld.gov.au, online at https://hinchinbrook.qld.gov.au or in person at 25 Lannercost Street, Ingham for assistance and support.