Our Customer Service Charter

AlburyCity is committed to ensuring that its customers receive efficient, responsive and friendly service.

We will treat people like valued customers every time they interact with Council staff, we will untangle red tape and streamline systems and we will listen to our community and respond to its needs.

We're accessible

  • AlburyCity is contactable 24 hours a day, seven days a week:
    • In person at the Customer Service Centre, 553 Kiewa Street, Albury or the Lavington Library, Griffith Road Lavington - Monday to Friday 8:30am to 5:00pm
    • By phone on 02 6023 8111 from 8:30am to 5:00pm Monday to Friday
    • By phone (for emergencies) on 1300 133 391 after hours, weekends and public holidays
    • By fax 02 6023 8190
    • By mail PO Box 323 Albury NSW 2640
    • By email at 
  • We will provide all information in a clear, concise, courteous and plain language style.
  • We will respect and protect your privacy.
  • The AlburyCity Annual Report, Financial Plan, 2030 Vision and information about Council services are all available to the public. Hard copies are available through at our Customer Service Centres and libraries.


  • We provide opportunities for you to comment and make suggestions on our services and we welcome feedback, both positive and negative. We encourage people to call in, phone, write, email or  submit an online enquiry.
  • We will log all actions and requests into our Customer Request Management System and respond to them accordingly. Where the resolution or response may be delayed or planned for the future, we will provide updates on progress.
  • We will listen to our customers and attempt to deliver a timely resolution or outcome for all requests for assistance or information.

Customer care

Our staff strive to:

  • Be approachable
  • Have a helpful attitude
  • Take responsibility for an enquiry – deal with it themselves or find the person who can
  • Keep the customer informed and let them know how the enquiry will be dealt with
  • Maintain a professional manner – formal, fair and courteous

For customer requests/enquiries received through the main Customer Service Centre or Lavington Library Customer Service Centre, we will:

  • Log each works or services request into the Customer Request Management System (CRM)
  • For works or services requests, provide the CRM identification number to the customer for future reference
  • Allocate an officer to take responsibility for the request/enquiry
  • Respond to infrastructure-related emergencies within 2 hours
  • Schedule non-urgent tasks in accordance with routine works programs
  • Ensure that managers review outstanding CRMs monthly

For written, email and online requests we will:

  • Register each request/application on the TRIM Records Management System
  • Log each works or services request into the Customer Request Management System
  • Allocate an officer to take responsibility for the request/enquiry
  • Respond to the enquiry within 10 working days
  • Ensure that managers review outstanding requests monthly
  • We endeavour to answer each telephone call in person. Where this is not possible, a voice mail message will invite you to leave a message. An AlburyCity Officer will then return your call within 24 hours

We will address complaints in accordance with the AlburyCity Complaints Management Policy

Economic Development enquiries

  • We will respond to enquiries within 24 hours
  • Within five working days of confirming customers' needs, we will contact them to ensure we have met service requirements

Planning and Environment service guarantees

Environmental compliance response time
Emergency situations immediately
Roadway hazards 6 hours
Dangerous dog 6 hours
Noise/nuisance complaint (investigation) 24 hours
Stray dog (secured) 48 hours
Erosion control 24 hours
Illegal rubbish dumping 24 hours
Public swimming pools 48 hours
Cooling towers 48 hours
Insect control and monitoring 48 hours
Protection of public water supply 48 hours
Food premises inspection 48 hours
General environmental complaints or issues 10 working days


Building SurveyingApproval time
Complying Development Certificates 10 days

Construction Certificates *
- major
- new homes

15 days
10 days
Development Applications
- Major
- Minor residential 

20 days
15 days
Plumbing & Drainage * 5 days
Building Certificates # 5 days

* Where a Construction Certificate and/or plumbing and drainage approval has been applied for with a Development Application, the approval times for a Development Application apply.

# The time frame for a Building Certificate applies from when access is provided to the property. The certificate can only be issued if no outstanding works are identified.

Town PlanningApproval time
Planning Certificates 3 days
Pre-lodgement appointments (from initial request) 5 days
Development Applications (from lodgement date)
- Written acknowledgment
- Requests for additional information 10 days
- Referrals to external authorities
- Public notice (advertising)
- Determination

3 days
10 days
10 days
5 days
20 days

For Building Surveying and Town Planning approvals and applications the number of days quoted above does not include the time required for advertising and notification of applications or requests for further information regarding development proposals.