Council Customer Service

Kempsey Shire Council is committed to delivering great service to our customers and the Macleay Valley community. 

Find out about all the ways you can contact us.

What you can expect from us

We are here to help provide information and advice on council services, lodge requests for service or connect you with other teams across council to assist you with your business with council. When contacting our customer service centre you can expect us to: 

  • Answer your call/serve you at our front counter as quickly as possible. 
  • Be professional, approachable, effective and consistent in all our dealings.
  • Listen to you and ask questions if we need more details to assist with your enquiry.
  • Do our best to answer your enquiry upfront where possible or refer your matter to the relevant council officer
  • Register your request for service in the appropriate system and provide a reference number
  • Be clear about what we can or cannot do in relation to your matter
  • Provide regular training to keep our staff up to date with council services 

What do we ask from you?

To help us provide the best possible customer experience, we ask that you:

  • Have all relevant information ready including reference numbers or contact names related to your matter
  • Treat our staff with courtesy and respect and be patient as we try to understand your question/concern
  • Understand that our customer service staff are not experts in all areas, and may need to refer your matter
  • Allow us adequate time to address your request and work with us to solve problems/reach solutions
  • Advise us if you need special assistance or if there is anything we can reasonably do to support your contact with us 


How can we help?

Council’s professional and approachable Customer Service staff can help you with a range of matters, including:

  • Payments
  • Permits and licences
  • Change of address
  • Rates enquiries
  • Companion animal registration
  • Customer requests, compliments, or complaints
  • Development applications
  • Property information
  • Council business papers
  • File access and retrieval
  • Community information
  • Sports fields and recreation
  • Event bookings on council land
  • Trees
  • Waste services