Council’s Customer Service Requests revamped
Published on 29 October 2025
Somerset Regional Council Mayor Jason Wendt shows off Council’s new CSR platform.
SOMERSET Regional Council has launched a new online Customer Service Request (CSR) system, making it easier for residents to report issues and request Council services across the region.
Council receives over 10,000 requests for service annually, through its CSR system, with each submission assessed based on urgency and public safety. With this new platform Council will streamline customer communication and allow for action to be taken on the pressing issues affecting the region.
The new online CSR system makes it quicker and easier for residents to report issues and request Council services across the region.
The digital platform allows residents to log requests such as potholes, damaged roads or footpaths, or wandering animals directly through Council’s website, anytime, anywhere.
Somerset Mayor Jason Wendt said the new system represents an important step forward in improving customer service and communication between Council and the community.
“This new online system gives residents a fast, simple and transparent way to contact Council,” Mayor Wendt said.
“It’s about making it easier for people to connect with us and ensuring issues are dealt with promptly and efficiently.”
Each CSR lodged online is automatically entered into Council’s internal system and assigned a unique reference number, which can be quoted when contacting Council for an update.
While urgent issues such as fallen trees blocking roads will continue to receive priority attention, all requests are managed based on urgency and importance.
Mayor Wendt said the move to an online system reflects Council’s commitment to improving accessibility and efficiency.
“By offering a streamlined online process, we’re making it easier than ever for the community to tell us what needs attention.”
Residents can now lodge a Customer Service Request in three easy ways:
- Online: Complete the new Customer Service Request form via Council’s website
- Phone Council on 5424 4000
- In person: Visit Council’s Customer Service Centres in Esk, Kilcoy, or Lowood
All CSRs are handled confidentially, though information may be shared with other agencies for investigation or legal purposes. Anonymous CSRs are accepted, but providing contact details helps Council resolve issues more efficiently.
“We’re proud to launch this new online service, which enhances convenience for residents and supports our ongoing focus on responsive, community-driven service delivery,” Mayor Wendt said.