Contact Us

For URGENT issues call 1300 242 686 at any time.

Online

Visit our online service portal where you can create a new request and track an existing request or application.

Phone

1300 242 686

For after hours assistance please call and follow the prompts.

Email

enquiries@chrc.qld.gov.au for general enquiries
tplanning@chrc.qld.gov.au for town planning enquiries & lodgements

Mail

Central Highlands Regional Council

PO Box 21

Emerald QLD 4720

Snap Send Solve

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In Person

Town	Address	Opening Hours
Emerald	Corner of Egerton and Borilla Streets, Emerald	Monday - Friday 8:30am to 5:00pm
Blackwater	10 Mackenzie Street, Blackwater	Monday - Friday 8:30am to 5:00pm closed 12pm to 1pm
Capella	4 Conran Street, Capella	Monday - Friday 8:30am to 5:00pm closed 12:30pm to 1:30pm
Duaringa	12 William Street, Duaringa	Monday - Friday 8:30am to 5:00pm closed 1pm to 2pm
Springsure	29 Eclipse Street, Springsure	Monday - Friday 8:30am to 5:00pm closed 1pm to 2pm
Rolleston	17 Warrijo Street, Rolleston	Monday - Friday 9:00am to 12:30 pm and 1:00pm to 4:30pm
Tieri	Corner Grasstree and Anncrouye Streets, Tieri	Monday - Friday 8:30am to 5:00pm closed 1pm to 2pm

Service and information requests

I want to request a service
We encourage everyone to report any problems or issues they see around the region, whether you live here or not. Knowing about an issue means we can take steps to fix it or improve it as soon as possible.

Request for council assistance with things like potholes, leaking water pipes, graffiti, damaged public amenities, dumped rubbish, animal attacks, overgrown allotments and the like.

How can I request service?
1. Lodge a customer request via our online services portal. Provide as much information about the problem as you can. We will only use your personal information to contact you if we need more details to action the request.
2. Report on the go from your mobile device with the Snap Send Solve app. Upload a photo and a geocode to help our teams assess the situation better. Get the app free from the App Store or Google play
3. Call our customer service centre on 1300 242 686 Our friendly customer service officers will take down the details of your problem and some contact information and log the problem into our customer request system. We have an after-hours service for emergency situations – like fallen trees, broken water pipes and animal attacks.
I want to request information

Council is committed to providing the community with open and transparent access to information about council services, activities and business operations.

You can check to see if the information you seek is already available by searching here on our website, or by contacting us on 1300 242 686. Many council documents are also available for inspection or purchase at our customer service centres.

For information that is not normally publicly available, you will need to make an application under the Right to Information Act or Information Privacy Act.

Find out more information and lodge an application on our Right to Information page.

Feedback

I want to lodge a compliment or comment

Write to us by letter, email or create a compliment request in our online service portal.
I want to lodge a complaint
- In person at our administration centres or by calling 1300 242 686
- By completing the Administrative Action Complaint Form and lodge by fax or mail to:
The Chief Executive Officer
PO Box 21
Emerald Qld 4720
- Via email at enquiries@chrc.qld.gov.au
We will accept anonymous complaints, however, if insufficient information is provide we may refuse to investigate.
I am not satisfied with the outcome of my complaint

Ask to be referred to the immediate supervisor, manager or general manager of the department. We will endeavour to review the matter and respond to your complaint immediately. However, if this is not possible we will provide an interim response within 5 business days and provide regular updates on the progress of your issue until it is resolved.

If you cannot reach a satisfactory outcome for your complaint you may want to refer it to the Queensland Ombudsman.
Administrative action complaints
- A complaint regarding how a previous request that personally affects you has been handled.
- A request to review a decision or action made by council that personally affects you.
- A request for a service such as a replacement waste bin is not addressed under the complaints process.
According to section 268 of the Local Government Act 2009, an administrative action complaint is a complaint that:

(a) is about an administrative action of a local government, including the following, for example—

(i) a decision, or a failure to make a decision, including a failure to provide a written statement of reasons for a decision;

(ii) an act, or a failure to do an act;

(iii) the formulation of a proposal or intention;

(iv) the making of a recommendation; and

(b) is made by an affected person.
Public interest disclosure
A public interest disclosure (PID) is a disclosure about wrongdoing in the public sector that serves the public interest.

For an allegation to be considered a PID under the Public Interest Disclosure Act 2010 it must be:
- public interest information about serious wrongdoing or danger,
- an appropriate disclosure, and
- made to a proper authority.
If you have information about wrongdoing in the public sector, it is in the interests of all Queenslanders that you disclose that information to someone with the power to act.Disclosures by members of the public and public sector employees help uncover corruption, misuse of public resources and poor administration. Reporting wrongdoing allows the matter to be investigated and action taken. This stops the corruption, misuse of resources or wrongdoing from continuing and helps public sector agencies prevent it happening again.The act encourages people to make public interest disclosures and provides protections to those who do.The Queensland Ombudsman provides a checklist for making a public interest disclosure.Once you reach Step 3 of the checklist, make your disclosure by phoning us on 1300 242 686, emailing enquiries@chrc.qld.gov.au or completing the online form.
Competitive neutrality complaints

Competitive neutrality is the policy that a public sector business, or agency, should not have a competitive advantage (or disadvantage) over the private sector solely due to their government ownership.

We are committed to ongoing compliance with National Competition Policy (NCP) principles and also National Water Commission and Council of Australian Governments (COAG) water reform initiatives. Our Competition and Water Reform Policy (see Policies) aims to provide a summary of Council’s ongoing commitment in meeting its legislative obligations.
Councillor conduct complaints
A complaint about the conduct or performance of a councillor can be made by a ratepayer or member of the public by contacting the chief executive officer of the local government to which the councillor belongs.

You can reach contact our CEO Sharon Houlihan:
- By mail addressed to Chief Executive Officer
  Central Highlands Regional Council
  PO Box 21
  Emerald QLD 4720
- By emailing our enquiries@chrc.qld.gov.au and asking for her to contact you.
- By calling 1300 242 686 and requesting a call from the CEO.
Our Code of Conduct for Councillors Policy (see Policies) sets out the standards of behaviour expected of Councillors of the Central
Highlands Regional Council. The requirements of this code are in addition to the roles, responsibilities and obligations of
Councillors, as set out in the Local Government Act 2009.
Confidential disclosure hotline
We all want a fair and honest place to work. Fraud, corruption or other illegal conduct can have a negative effect on our workplace. Council encourages the reporting of inappropriate conduct and is committed to protecting and supporting those making disclosures.

By reporting fraud, corruption and other illegal activities, you can help us ensure our workplace retains a reputation for integrity by following sound and equitable business ethics.

You do not have to identify yourself when making a report, but remember that employees wishing to raise allegations must do so ‘in good faith’, i.e. you must hold a reasonable belief that the allegation has or is likely to occur and the allegation is not made for personal gain.

We recognise that the reporting of matters of misconduct (especially against work colleagues) is difficult. To affirm the integrity of this function, we will, as far as practicable, ensure the confidentiality of information provided.
- Visit the website
- Phone the hotline on 1300 149 295

For URGENT issues call 1300 242 686 at any time.

Online

Phone

Email

Mail

Snap Send Solve

In Person

Service and information requests

How can I request service?

Feedback

Our Customer Service Charter

Online services portal

Request A Service

Emergency Management Dashboard