Getting Things Done

I started in local government as a Divisional Councillor and much of my role was acting as a link between residents and council departments.

That connection to the community was something that I prioritised, but over the years local government and the role of councillors has certainly changed.

In the past, I was able to work much closer with staff around specific community issues, but now a councillor’s role is much more strategic and is far less operational.

Yes, we still want to work with the community and we still need to know about the issues that impact you as ratepayers, but if you have something you need attended to quickly, then a councillor may not be your best first point of contact.

Many residents think that if they call a councillor, we can push their issue to the front of the queue, but that’s not the case.

The best way to get your issue to the front of the queue is to use the amazing Snap Send Solve application.

Snap Send Solve enables residents to take photos of any issue they see, such as a pothole, graffiti or dumped rubbish, and submit a report to council.

Council will also be able to utilise data and submitted cases to review our general services and consider proactive measures by addressing hot spots or reoccurring issues, such as illegal dumping

Of course, you can still lodge a customer request by phone or online, and by doing so you are getting a direct line to Customer Service who log your issue there and then with all the correct information. You will be asked a number of questions in relation to your request and the process immediately begins. There are service levels that are set and time frames by which a customer request has to be met by. Ask for that timeframe as well as your customer request number so you can track it.

We as Mackay Regional Council Councillors are committed to representing you and working to make sure your voice is heard in our region. We can and will advocate for you around issues that impact your community, your infrastructure needs and the strategic direction of our region.

Our numbers are listed on the council website and we are only too happy to have a chat, however, when it comes to timeframes for operational issues, we can’t compete with Snap Send Solve or our Customer Service team.

By Cr Alison Jones

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