National Relay Service for the hearing impaired Language translation services

Frequently Asked Questions - City of Gold Coast mobile application

Frequently Asked Questions - City of Gold Coast mobile application

  • Can I make part payments for my accounts through the app?

    Yes, you can make part payments for rates and water notices; however, you can’t make part payments through the app for animal registration, applications, licences and permits.

    You can access our full range of payment options through My Account via our website. 

  • Where can I see my account balances?

    Go to ‘Make payments’, select the payment type, enter your account or reference number, then click ‘Outstanding’.  

  • How do I view and track my service requests?

    Sign in to My Account when you make service requests so you can view and track their progress. 

  • What extra things can I do if I’m signed into My Account?

    When you are signed in, the app provides a subset of popular functions that are available through My Account via our website.

    You can view your details, service requests, applications and licences. You can register for My Account through the app. 

    For a full range of online services, sign in to My Account via our website.

  • I already have a My Account. Do I need to register again for the app?

    No, your sign in details are the same.  

  • Do I need to sign in to My Account to request a service?

    You don’t need a My Account or sign in to My Account to request a service, make a payment or submit ideas for our city.

    However, if you would like to view your service requests, applications and licences, sign in to My Account. You can register for My Account through the app.

  • What is My Account?

    My Account is our online customer portal. You can access a subset of our online services from our app and larger range of services on our website if you register and sign in to My Account.  

  • How do I report issues that aren’t listed on the app?

    The app contains the most popular requests and services to make it easy to use. Sign into My Account for more options or visit our website for the full range of online services.  

  • What do I use ‘request a service’ for?

    Report non-urgent issues such as graffiti, illegal dumping of rubbish and abandoned vehicles. You can also request a service such as replace a rubbish bin.

  • How do I report a problem?

    To report a non-urgent issue, select ‘request a service’ and follow the prompts.  

  • What can I do on the app?

    As well as reporting neighbourhood issues, you can:

    • request a service such as replace a rubbish bin or notify change of address
    • make payments for rates and water notices and other services
    • read about City news and events
    • keep up with local disaster information
    • submit ideas for our city to the Mayor
  • How do I find out what operating system is on my smart phone or device?

    The location of this information varies depending on the make and model of your smart phone or device. Generally, the information is usually found under ‘Settings’. For specific instructions on where to find it for your smart phone or device, visit the manufacturer’s website.

  • How do I download the new app?

    Download the app directly from our website or from your app store – search under City of Gold Coast.

  • Is the new app be free?

    Yes, the new app is free. You can download it from app stores or from our website.

  • Is the new app an upgrade of the current one?

    No, the new app called City App is a separate app created by a different vendor. If you have the previous app on your device, you will need to download City App and delete the previous one.

  • How long will I be able to use the previous app?

    The previous app will be available until 23 May 2019.

  • When will the new app be available?

    City App will be available in coming weeks. We’ll update this page when the new app is available in the app stores.

  • What are the differences between your current app and the new one?

    Both apps are a great way for locals and visitors to report non-urgent issues such as graffiti in public places, illegal dumping of rubbish and abandoned cars. However, the new app offers more services and has the ability to be linked to our customer service portal, My Account.

    With My Account you can track service requests as well as view your licences and applications.

  • Why are you changing mobile apps?

    Last year, we moved a number of legacy information, communication and technology (ICT) services on to a new platform so we could improve our digital customer service capability.

    The new app is an integrated part of our new ICT system. Customers can now access a wider range of services through the new app.

  • When using the app for the first time, why does it want to use/know my current location?

    To make it easier for you when submitting reports, the City of Gold Coast mobile application can use the location of your device at the time you’re creating a report as the location of the issue being reported. You can then review/change the location before it’s submitted to City of Gold Coast.

  • I’m having trouble downloading, installing or using the app.

    For further support regarding the mobile application:

    • refer to the Support section/options under the 'City of Gold Coast' application listing in your relevant app store, or
    • if you have the app installed, go to the 'More' tab, tap on 'Contact' then 'Support Team'
  • What if I have further questions or feedback relating to services provided within the mobile application?

    Please contact City of Gold Coast by phone or email. Visit our Contact page for details.

  • Is the app available on the BlackBerry 10 operating system and devices?

    The City of Gold Coast mobile application is currently available on traditional BlackBerry devices running Blackberry OS 6.x or 7.x only. You can view whether your device is supported through the Blackberry World application listing (under 'Supported Devices') at http://appworld.blackberry.com.

  • What does 'Nearby Requests' display?

    'Nearby Requests' displays public reports that have been submitted within 3.2 kilometres of the current location of your device, or within 3.2 kilometres of a searched location.  

    Please note, for any reports that are considered offensive or private, these will only be visible to City of Gold Coast and the person who originally submitted the report.

  • How do I find out more about the management of graffiti on the Gold Coast?

    For more information on City of Gold Coast's graffiti programs, visit cityofgoldcoast.com.au/graffiti.

  • What is the City of Gold Coast's City App?

    City App, the City of Gold Coast mobile application ('app') is a smart phone application, which is free to download, that enables the general public within City of Gold Coast boundaries to report non-urgent issues to the City.

  • What issues can I report on the app?

    You can report the following non-urgent issues:

    All urgent issues relating to City services (including fast/gushing water leaks) should be reported to City of Gold Coast by telephone - 24 hours a day, 7 days a week on 1300 GOLDCOAST (1300 465 326) or 07 5582 8211.

    All other non-urgent issues can be reported by telephone, email, internet form, post, fax or in person at a City of Gold Coast administration centre or branch office. Visit our Contact page for details. 

  • When will the app be available?

    The app can be downloaded from end July 2013.

  • What should I include as additional information when reporting an issue?

    In addition to providing the location information when submitting a report, please include any other information in the ‘Description’ field that would assist us in locating the issue.  

    Some report types (such as Abandoned Vehicle) will also prompt for additional information that’s required to appropriately respond to your request.  

    Otherwise if there is any other information you believe would be helpful (such as identifying the asset/structure involved, any identifying marks/labels) please also include these in the relevant field before submitting the report.

  • Can I report an issue without including an image?

    While you are able to submit a report without including an image, providing a clear photo of the issue along with the immediate surrounding area will help us to better identify the issue reported.

  • Do I have to include my name and contact details when reporting an issue?

    The mobile app prompts you to provide your first name, last name, email address and telephone number. You only need to provide this information once and it is then stored within the app.

    You can submit reports anonymously by selecting this option in the 'Settings' menu. Check the box marked 'Send report anonymously'.

  • How long will it take for an issue that is reported by the app to be repaired or fixed?

    City of Gold Coast strives to review and action all items as quickly as possible. Offensive graffiti is always given priority.

    All urgent issues relating to City services (including fast/gushing water leaks) should be reported to City of Gold Coast by telephone - 24 hours a day, 7 days a week. Visit our Contact page for details.

  • Do I have to use the app to report issues?

    You can report non-urgent issues relating to City services through the app. Alternatively you can use any existing service channels (which may include by telephone, email, internet form, post, fax or in person at a City of Gold Coast administration centre or branch office).Visit our Contact page for details.

  • How will I know if the issue that I have reported has been received and actioned?

    When an issue is reported to the City via the app, it is reviewed and the status is updated in the system. The update can be seen on the 'My reports' tab within the mobile app.

  • I’m having trouble downloading, installing or using the app.

    For further support regarding the mobile application:

    • refer to the Support section/options under the ‘City of Gold Coast’ application listing in your relevant app store, or
    • if you have the app installed, go to the ‘More’ tab, tap on ‘Contact’ then ‘Support Team’
  • If I have any questions relating to the application once I have successfully downloaded it onto my smartphone, who should I ask?

    You can contact City of Gold Coast by phone or email. Visit our Contact page for details.

  • How do I report issues that are not currently listed in the application?

    Please select the ‘Other Issue (Please Describe) report type from the bottom of the list. Attach a photo and include as much detail as possible to help us action requests quickly and accurately.

  • My location is not correct on the map when creating a report. Why?

    First make sure that ‘location services’ are enabled within the privacy or connection settings on your device (including any options to use GPS satellites and/or wireless networks to estimate your location) and that the City of Gold Coast application has been allowed access to use location services.  

    When submitting a report at the location of the issue, use the device in direct view of the sky (as submitting within or around buildings can affect the accuracy of your location).  

    Even with following these instructions, we recommend that you always review the location displayed on your report, and if required either:

    • move the crosshairs/pin on the map to the correct location, or
    • use the search functionality to lookup the address location of the report.
  • Should I rely on my smartphone's GPS to navigate to the exact location of the graffiti I am reporting?

    The GPS capabilities of smartphones are not always completely accurate. We advise that you review the location displayed on the map of the app and, if required, move the crosshairs on the map to the correct location of the graffiti and check (and edit if required) the address location on the report.

  • What do the different coloured dots or pins represent on the maps?

    A coloured dot or pin on the map view indicates the location of a reported issue, and the colour reflects the current status of the issue:

    • Blue - New issues yet to be reviewed
    • Gold - Reviewed and with relevant area for investigation & action (where required)
    • Grey - Completed or closed
  • Why do you need my details when I submit a report?

    We may contact you to get further information.

    Your information is handled in accordance with the Information Privacy Act 2009 (Qld) and may only be accessed by Councillors, Council employees and authorised contractors.

    Unless authorised or required by law, we will not provide your personal information to any other person or agency.

    Please read Information Privacy Policy and Information Management Policy for further information.

  • Can a report/issue be submitted anonymously?

    Yes, a report can be submitted anonymously. Within the 'Personal settings' in the 'More' tab, select 'Anonymous posting'.

  • Can I see the issue I submitted on the mobile app straight away?

    If you are signed in, you can see your request straight away under ‘View my requests’.

  • Do I need to complete my personal details in the Settings?

    It's not compulsory to enter your personal details in the Settings. However, in order to submit a report, you will be asked to enter your first name, last name and email address. If you prefer to submit reports anonymously, you can do this by selecting the 'On' button for the 'Anonymous posting'.

  • What does the 'Receive push notification' option in the 'More' tab mean?

    By turning on the 'Receive push notification' option, City of Gold Coast can automatically send a message to you letting you know the progress on your reported issue.

  • Can I attach a photo that I have taken previously (which is saved to my image gallery) and send this via the application? If so, will it still have all of the GPS coordinates attached?

    Yes, it is possible to attach an image that you have stored on your smart phone. In this case, you will need to manually navigate on the map to pinpoint the location of the issue or you can type in the address.

  • Can I access the app using a tablet or other smart device?

    Yes, City App is available for use on iPads and tablets. Download the app from your app store or our website.

    These devices may not have precise location services (e.g. access to GPS satellite positioning) and therefore you may need to manually identify or search for the location/address when submitting a report.


ADVERTISEMENT

Top of page Top of page