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Frequently Asked Questions - Website Help

Website Help

  • How do I find what I am looking for on the website?

    You can search for information on this website in the following ways: 

    • use the keyword search function located at the top right of the screen
    • use your keyboard or mouse to hover over the mega-menus (just above the image on the top of the screen) to search for and select the topic of interest
    • find the topic in the 'Quick Links' section at the right of every page (which displays the most frequently accessed web pages)
    • browse through the topics listed under the three user categories titled ‘For residents’, 'For visitors’ and ‘For business’
    • browse through the links on the bottom of the 'Home' page (the footer)
    • review the 'Site map' by clicking the link at the top right of the 'Home' page.
  • How do I report a functional/technical issue with the website (for example: a link is not working, or a page is displaying an error) or an error in the content?

    • Use our online feedback form.
    • If you are reporting an issue and wish us to contact you, please let us know the best means of contacting you (including your phone number, email address or address).
    • To enable the issue to be resolved quickly, it would also be helpful if you could specify in your feedback the web page you were trying to access and the error message that was displaying.
    • You can call us on 1300 GOLDCOAST (1300 465 326).
  • How do I give feedback or report an issue with the content on the website?

    There are a number of ways you can give feedback on the website:

    • Use our online feedback form. This form can be used to provide feedback on any City-related topic (including the website).
    • You can contact us by telephoning 1300 GOLDCOAST (1300 465 326).
  • What consultation occurred in the development of the website?

    The design of the website is based on what the community asked for.

    Many months of community consultation included face-to-face focus groups, telephone and internet surveys with a diverse cross-section of people.

    Vision Australia, and individuals with vision impairments, were engaged to test and review the website. The aim was to verify easy use by those with vision and other impairments. 

    You can submit more feedback today by using our online feedback form or by calling us on 1300 GOLDCOAST (1300 465 326) (local call). International callers can phone: +61 7 5582 8211.  

     

  • How was the decision made on the design of the website?

    The design of the website is based on what the community asked for.

    Many months of community consultation included face-to-face focus groups, telephone and internet surveys with a diverse cross-section of people.

    The latest internet design standards were researched. Some interesting insights from other sites were also taken on board.

    Vision Australia, and individuals with vision impairments, were engaged to test and review the website. The aim was, to verify easy use by those with vision and other impairments.

    Feedback from the consultation included the following customer requirements:

    • improvements to the events calendar
    • less ‘clutter’ and improved navigation
    • disaster-related information
    • identifying City of Gold Coast’s target markets - tourists, businesses and residents.

    This feedback has been incorporated into the design of the website.

  • Can I access the website on my mobile phone or iPad?

    Yes. You can access the mobile version of the website from your mobile device by typing in the website address: cityofgoldcoast.com.au. Your smart phone or mobile device should take you directly to the mobile version of the website. If for some reason your mobile device connects you to the full internet version of the website, you can access the mobile version of the website by clicking on ‘Mobile site’ located under the heading ‘Stay connected’ in the footer links at the bottom of the 'Home' page.

  • What are the key features of the website?

    • easy to navigate
    • access from mobile devices including iPhones, iPads, Blackberries and Androids
    • improved accessibility including the ability to increase the size of the font on each page
    • quick access to disaster management information and alerts and notifications including unplanned water outages
    • a better search capability to help users find information quickly
    • improved visibility through search engines, e.g. Google
    • users can easily subscribe to eNewsletters, and create and manage their own events
    • streamlined feedback pages for submission of compliments/complaints, or to request a service from the City
    • easy conversion of web pages into PDFs for printing and emailing
    • a photo gallery showcasing images of our region and its people
    • a ‘Key features’ link on the 'Home' page with a website tour and FAQs to help users get to know the website
    • improved security and risk management including a disaster recovery solution for the website.
  • Can I make online payments through the website?

    Customers can pay notices from City of Gold Coast (such as rate notices and water bills, dog registrations, licence renewals and business partner accounts) online using a credit card through our bill payment site. You can find this web page by clicking on 'Payments' in the 'Quick links' menu on the right of the website. 

  • Have accessibility requirements been considered in the development of this website? What features are included?

    Yes, a key focus of the City of Gold Coast website is to be inclusive and accessible to the whole community. 

    We engaged Vision Australia to audit the website and invited members of the Queensland Disability Network to test the website and provide feedback.

    The accessibility features included within the website aim to allow people with the following impairments to access the website:

    • visual impairments including blindness, various common types of low vision and poor eyesight, and colour blindness
    • motor and mobility impairments including difficulty with use of hands
    • auditory impairments, including deafness and individuals who are hard of hearing
    • people who experience seizures caused by visual strobe or flashing effects
    • cognitive/intellectual disabilities.

    Many of the accessibility features of our website are built in, however, there are a number of functions which may be accessed through key strokes or using the mouse to navigate.

    Access keys

    Short cut or access keys use a combination of keys on the keyboard of computers to help a person move from page to page on a website rather than using a mouse.  The short cuts work by pressing a combination of ‘special keys’ on the keyboard. 

    Special keys can be either the ‘Alt’ or the ‘Ctrl’ keys and may also include the ‘Shift’ key. 

    Access key combinations are: 

    • Special key + 0 » links to website help page
    • Special key + M » links to main menu (top of page)
    • Special key + N » links to the sub navigation (right side of page)
    • Special key + C » links to the main content area

    The Quick Reference Guide - Accessibility provides further information on accessibility functions of the website.

  • How do I add an event to the website?

    1. Register your organisation to upload events (one-off process)
    2. Log in to add or manage your events.

    For a comprehensive step-by-step guide, please refer to the Quick Reference Guide on uploading events.

    1. How do I subscribe to an eNewsletter?

      1. Visit our eNewsletters page (you can also find this by clicking on ‘Subscribe to eNewsletters’ located under the ‘City of Gold Coast services’ menu on the 'Home' page).
      2. Click on the 'Subscribe' button for the eNewsletter you wish to subscribe to.
      3. Enter your details into the form and submit it.
      4. You have now successfully subscribed to the eNewsletter of your choice.
    2. Does the website have social media capability such as Facebook, YouTube and Twitter?

      Yes. Links to our social media channels are located at the right of each web page in the 'Quick links' menu.

    3. Can I access flood maps on the website?

      Yes. These can be found by selecting the 'City of Gold Coast services' tab on the mega-menu at the top of the 'Home' page, then 'Find flood heights and maps' in the right column under the heading ‘I want to…’.

    4. Does the new website have video capability?

      Yes.

    5. Can I lodge a planning and development application online?

      You can locate the relevant forms for a development application through the Planning and building pages of the website. These can also be found on the ‘City of Gold Coast services’ mega-menu tab under the heading ‘Online services’. 

    6. Where can I find the Search Request Form?

      Select the ‘City of Gold Coast services’ tab on the mega-menu. You will find the topic ‘Property search’ underneath the heading ‘City services’.

    7. Where do I find the LG Tender Box?

      The LG Tender Box is located by selecting the ‘Business’ tab on the mega-menu on the ‘Home’ page, then locating ‘Supplying City of Gold Coast’ under the heading ‘Procurement'.

      The LG Tender Box website is located under the ‘External Links’ heading in the ‘Related Information’ section at the bottom of the page.

    8. Where can I pay my rates or ask specific rate-related questions online?

      • To pay rates (or any other City of Gold Coast bill) select the ‘Payments’ link in the list of 'Quick links' in the right-hand navigation pane of each web page. 
      • To review information and frequently asked questions on rates, access the Rates and water bills link from the Popular pages section of our home page.
      • To make a rates-related online enquiry, select the ‘Online services’ button in the Popular pages section of our home page. You may then select the type of enquiry you wish to lodge from the list provided under the 'Rates and water bills' sub-heading.
    9. Where can I find a specific community centre?

      Select the ‘Community’ tab on the mega-menu from the ‘Home’ page and then the 'Community centres' link.

    10. How can I apply for a job with City of Gold Coast?

      There are several ways to access information on City of Gold Coast jobs

      Option 1: Locate ‘City of Gold Coast jobs’ via the footer links under the heading ‘About us’.

      Option 2: Select the tab ‘Council’ on the mega-menu, then select the link ‘City of Gold Coast jobs’.

      If you are interested in receiving regular notifications for jobs advertised by us, register on our eRecruit website.  

    11. How do I find information on free trees for ratepayers on the website?

      Information on free trees for ratepayers is located on our Free trees page.   

    12. How do I find the ‘Animal registration’ pages of the website?

      There are several ways to locate the pet registration pages on the website.

      Option 1

      • Hover your cursor over the ‘City of Gold Coast services’ tab on the mega-menu on the 'Home' page and click on ‘Register my pet’ located under the ‘I want to…’ heading.

      Option 2

      • Hover your cursor over the ‘Community’ tab on the mega-menu on the 'Home' page and click ‘Cats and dogs’ under the ‘Animals and pets’ heading.
    13. How do I find the ‘Permits and licensing’ section of the website?

      You can find the ‘Permits and licensing’ web page in the 'Quick links' menu at the right of the website.   

      Alternatively, the permits or license application forms are also included in the ‘Forms & applications’ section of the website which is also accessed by selecting the ‘Forms & applications’ link from the ‘Quick links’ menu at the right of the screen.   

    14. How do I find information on mosquitoes?

      There are a number of references to mosquitoes on the website. The two main web pages can be found by following the paths specified below:

      1. Hover your cursor over the ‘Environment’ tab on the mega-menu, select ‘Pests & weeds’ which is located under the ‘Native wildlife’ heading. The ‘Mosquitoes’ page can be accessed from a link on this page.
      2. Hover your cursor over the ‘Community’ tab on the mega-menu, select the link for ‘Environmental health’ which is located under the title ‘Health’. Select the link for ‘Environmental health services’ located in the sub-navigation menu at the right of the screen. You will find the link to mosquitoes as a public health risk dot point on this page.
    15. How do I find the section on ‘Alerts & notifications’ and what is it for?

      The ‘Alerts & notifications’ page provides information on current issues such as unplanned water outages and the availability of City of Gold Coast facilities. Alerts and notifications are listed in date order and can be searched by keyword, category or region. To access the ‘Alerts & notifications’ page, select the icon from the ‘Quick links’ at the right of each web page.


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