For URGENT issues call 1300 242 686 at any time.
For URGENT issues call 1300 242 686 at any time.
Visit our online service portal where you can create a new request and track an existing request or application.
1300 242 686
For after hours assistance please call and follow the prompts.
Central Highlands Regional Council
PO Box 21
Emerald QLD 4720
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Town | Address | Opening Hours |
---|---|---|
Emerald | Corner of Egerton and Borilla Streets, Emerald | Monday - Friday 8.30 am to 5.00 pm |
Blackwater | 10 Mackenzie Street, Blackwater | Monday - Friday 8.30 am to 5.00 pm closed 12.00 pm to 1.00 pm |
Capella | 4 Conran Street, Capella | Monday - Friday 8.30 am to 5.00 pm closed 12.30 pm to 1.30 pm |
Duaringa | 12 William Street, Duaringa | Monday - Friday 8.30 am to 5.00 pm closed 1.00 pm to 2.00 pm |
Springsure | 29 Eclipse Street, Springsure | Monday - Friday 8.30 am to 5.00 pm closed 1.00 pm to 2.00 pm |
Rolleston | 17 Warrijo Street, Rolleston | Monday - Friday 9.00 am to 12.30 pm and 1.00 pm to 4.30 pm |
Tieri | Corner Grasstree and Anncrouye Streets, Tieri | Monday - Friday 8.30 am to 5.00 pm closed 1.00 pm to 2.00 pm |
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.
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.
Write to us by letter, email or create a compliment request in our online service portal.
What is an Administrative Action Complaint?
An Administrative Action Complaint is not for the reporting of:
Council is dedicated to providing a level of service that does not attract complaints however acknowledges that there will be occasions where customers are unhappy with a decision or outcome.
We acknowledge your right to lodge an Administrative Action Complaint and to have the complaint dealt with fairly, objectively and in a timely manner.
Council’s Complaints Management Policy, Administrative Action Complaints Procedure and Customer Service Charter are available at Council’s public offices and on this website.
Pursuant to section 268 of the Local Government Act 2009 (Qld) An Administrative Action Complaint is a complaint that:
How to make an Administrative Action Complaint
Complaints may be lodged by the Affected Person or their Agent or anonymously in the following ways:
It is preferred that complainants lodge a complaint by downloading the online Administrative Action Complaint Form and submitting this form by email or by post to ensure that council has all of the information required to efficiently action your complaint.
If an Administrative Action Complaint is made anonymously there is no avenue for Council to contact the Affected Person, however an investigation will be undertaken provided the information given is adequate.
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.
Public Interest Disclosure
A public interest disclosure (PID) is a disclosure about wrongdoing in the public sector that serves the public interest. Council is committed to encouraging the reporting of wrongdoing or misconduct within Council.
For an allegation to be considered a PID under the Public Interest Disclosure Act 2010, it must be an appropriate disclosure about public interest information made to a proper authority.
Who can make a PID?
Any person can make a disclosure about:
A public officer (Councillor or officer of Council) can also make a disclosure about:
What is reprisal?
This occurs when any person causes or attempts to cause detriment to another person because of or in the belief that a person has made or may make a PID.
Why make a PID?
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.
How to make a public interest disclosure
The Queensland Ombudsman provides a checklist for making a public interest disclosure.
Once you reach Step 3 of the checklist, make your disclosure by reporting to the Confidential Disclosure Hotline managed by an independent third party of council:
Under competitive neutrality complaints change this first sentence to ‘Competitive neutrality is the principle…’ (ie. remove the word policy)
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 Code of Conduct
The Councillor Code of Conduct sets out the principles and standards of behaviour expected of the Mayor and Councillors when carrying out their roles, responsibilities and obligations as elected representatives for their communities.
Councillor conduct complaints
Complaints relating to the performance and conduct of Councillors are managed by the Office of the Independent Assessor. A Councillor conduct complaint can be made to the Office of the Independent Assessor in the following ways:
Online: Make a Complaint Form
Call: 1300 620 722
Email: OIAcomplaints@oia.qld.gov.au
In person: Level 13, 53 Albert Street, Brisbane Qld 4000
Post: PO Box 15031, City East Qld 4002
Where complaints are re-referred to council after categorisation as a conduct breach by the Office of the Independent Assessor, they are managed in accordance with council’s Investigations Policy.
Register of councillor conduct complaint outcomes
In accordance with Part 6 Division 1 of the Local Government Act 2009 (Qld), council maintains a Councillor Conduct Register.
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.
We will only use personal information provided in your contact with us to address the subject matter of your request, complaint or feedback. This may involve passing on your request, complaint or feedback to other areas within the organisation or contractors of our organisation. Email messages may be monitored by our information technology staff for system trouble-shooting and maintenance purposes. We will not disclose your personal information to other government agencies, organisations or anyone else unless one of the following applies:
Write to us by letter, email or create a compliment request in our online service portal.
What is an Administrative Action Complaint?
An Administrative Action Complaint is not for the reporting of:
Council is dedicated to providing a level of service that does not attract complaints however acknowledges that there will be occasions where customers are unhappy with a decision or outcome.
We acknowledge your right to lodge an Administrative Action Complaint and to have the complaint dealt with fairly, objectively and in a timely manner.
Council’s Complaints Management Policy, Administrative Action Complaints Procedure and Customer Service Charter are available at Council’s public offices and on this website.
Pursuant to section 268 of the Local Government Act 2009 (Qld) An Administrative Action Complaint is a complaint that:
How to make an Administrative Action Complaint
Complaints may be lodged by the Affected Person or their Agent or anonymously in the following ways:
It is preferred that complainants lodge a complaint by downloading the online Administrative Action Complaint Form and submitting this form by email or by post to ensure that council has all of the information required to efficiently action your complaint.
If an Administrative Action Complaint is made anonymously there is no avenue for Council to contact the Affected Person, however an investigation will be undertaken provided the information given is adequate.
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.
Public Interest Disclosure
A public interest disclosure (PID) is a disclosure about wrongdoing in the public sector that serves the public interest. Council is committed to encouraging the reporting of wrongdoing or misconduct within Council.
For an allegation to be considered a PID under the Public Interest Disclosure Act 2010, it must be an appropriate disclosure about public interest information made to a proper authority.
Who can make a PID?
Any person can make a disclosure about:
A public officer (Councillor or officer of Council) can also make a disclosure about:
What is reprisal?
This occurs when any person causes or attempts to cause detriment to another person because of or in the belief that a person has made or may make a PID.
Why make a PID?
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.
How to make a public interest disclosure
The Queensland Ombudsman provides a checklist for making a public interest disclosure.
Once you reach Step 3 of the checklist, make your disclosure by reporting to the Confidential Disclosure Hotline managed by an independent third party of council:
Under competitive neutrality complaints change this first sentence to ‘Competitive neutrality is the principle…’ (ie. remove the word policy)
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 Code of Conduct
The Councillor Code of Conduct sets out the principles and standards of behaviour expected of the Mayor and Councillors when carrying out their roles, responsibilities and obligations as elected representatives for their communities.
Councillor conduct complaints
Complaints relating to the performance and conduct of Councillors are managed by the Office of the Independent Assessor. A Councillor conduct complaint can be made to the Office of the Independent Assessor in the following ways:
Online: Make a Complaint Form
Call: 1300 620 722
Email: OIAcomplaints@oia.qld.gov.au
In person: Level 13, 53 Albert Street, Brisbane Qld 4000
Post: PO Box 15031, City East Qld 4002
Where complaints are re-referred to council after categorisation as a conduct breach by the Office of the Independent Assessor, they are managed in accordance with council’s Investigations Policy.
Register of councillor conduct complaint outcomes
In accordance with Part 6 Division 1 of the Local Government Act 2009 (Qld), council maintains a Councillor Conduct Register.
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.
We will only use personal information provided in your contact with us to address the subject matter of your request, complaint or feedback. This may involve passing on your request, complaint or feedback to other areas within the organisation or contractors of our organisation. Email messages may be monitored by our information technology staff for system trouble-shooting and maintenance purposes. We will not disclose your personal information to other government agencies, organisations or anyone else unless one of the following applies: