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Novel coronavirus (COVID-19) impacts

The health and wellbeing of the Gold Coast community, our customers and City employees is our first priority. We are receiving advice from the Federal Government and Queensland Health to inform our response to the COVID-19 situation.

At this time the following customer service centres remain open:

  • Bundall, Nerang, Southport.

The following centres will reopen from Monday 13 July 2020:

  • Helensvale, Palm Beach.

For the latest update on the City's response, visit Novel coronavirus (COVID-19): City updates and impacts

Choose a way to contact us:

Online services

Our Online services allow you to do business with us at any time, including: payments, rates and water account enquiries, dog registrations, applying for food business licenses, booking City parks and community centres, lodging development applications, reporting issues and emailing the City with general enquiries.

City Chat

Please wait while we check the web chat availability

Normal City Chat hours are 9am to 3pm, Monday to Friday
(excluding Gold Coast Public Holidays).

City Chat

Our web chat service, City Chat, is another way customers can find information online about our services. For complex enquiries, customers will be guided to contact us through an alternative service channel.

We're available to chat from 9am to 3pm, Monday to Friday (excluding Gold Coast public holidays).

At all times, for urgent enquiries and emergencies please call us on 1300 GOLDCOAST (1300 465 326).

Web chat trial

City Chat is being offered to customers on a trial basis. It may not be available during advertised times or function as expected. Thanks for your patience and understanding during this time.

Chat with us

City Chat

Our web chat service, City Chat, is another way customers can find information online about our services. For complex enquiries, customers will be guided to contact us through an alternative service channel.

We're available to chat from 9am to 3pm, Monday to Friday (excluding Gold Coast public holidays).

At all times, for urgent enquiries and emergencies please call us on 1300 GOLDCOAST (1300 465 326).

Web chat trial

City Chat is being offered to customers on a trial basis. It may not be available during advertised times or function as expected. Thanks for your patience and understanding during this time.

Sorry, our web chat service is currently unavailable.

Telephone

1300 GOLDCOAST (1300 465 326) or 07 5582 8211

From outside Australia, phone +61 7 5582 8211.

You can contact us on this number 24x7.

From 8am-5pm, Monday-Friday (excluding Gold Coast public holidays), we will have staff available to direct your call to the relevant area.

At all other times, you will be given the option of pressing '1' to be diverted to our After Hours Emergency Service number.

Emergency contact details

Please note that for calls of an emergency nature, you may also contact our After Hours Emergency Service any time on 1800 637 000.

Rates and water bill enquiries

Phone: 07 5667 5995 or 1300 366 659
7am-6pm, Monday-Friday

Water and sewerage enquiries

Phone: 07 5667 5801 or 1300 000 928
7am-6pm, Monday-Friday (for emergencies we’re available 24x7)

For a detailed list of phone numbers for specific branches, facilities and services, as well as location maps, visit our online White Pages listing.

Fax

Our fax number is 07 5596 3653.

Written correspondence

All written correspondence should be addressed to:

Mr Dale Dickson
Chief Executive Officer
City of Gold Coast
PO Box 5042
GOLD COAST MC 9726

Or email us at mail@goldcoast.qld.gov.au

Note that while we respond to postal and email correspondence as quickly as we can, our self-service options are the fastest way to request a service or report a problem.

Customer service centres

At this time, our Bundall, Nerang and Southport customer service centres remain open during standard business hours. Limits on the numbers of customers we can serve at any one time remain in place.

Customers are advised to use our online services in the first instance or phone 1300 GOLDCOAST for any urgent issues.

 

The following customer service centres remain open:

  • Bundall (previously Surfers Paradise)
    8 Karp Court
    Bundall QLD 4217
    Phone: 1300 GOLDCOAST (1300 465 326)
    8.15am-4.30pm, Monday-Friday

  • Nerang
    833 Southport Nerang Road
    Nerang QLD 4211
    Phone: 1300 GOLDCOAST (1300 465 326)
    8.15am-4.30pm, Monday-Friday

  • Southport
    47 Nerang Street
    Southport QLD 4215
    Phone: 1300 GOLDCOAST (1300 465 326)
    8.15am-4.30pm, Monday-Friday

The following customer service centres will reopen from Monday 13 July 2020:

  • Helensvale
    Corner Lindfield Road and Sir John Overall Drive
    Helensvale QLD 4212
    Phone: 1300 GOLDCOAST (1300 465 326)
    8.15am-4.30pm, Monday-Friday

  • Palm Beach
    22 Eleventh Avenue
    Palm Beach QLD 4221
    Phone: 1300 GOLDCOAST (1300 465 326)
    8.15am-4.30pm, Monday-Friday

Please note that the following customer service centres remain closed until further notice:

 
  • Broadbeach
    61 Sunshine Boulevard
    Mermaid Waters QLD 4218

  • Burleigh Heads
    Park Avenue
    Burleigh Heads QLD 4220

  • Coolangatta
    Level 1, The Strand
    Corner Marine Parade and Dutton Street
    Coolangatta QLD 4225

  • Upper Coomera
    90 Reserve Road (cnr Reserve and Abraham Roads)
    Upper Coomera QLD 4209

Planning and plumbing

  • Planning Enquiries Centre
    9 Holden Place
    Bundall QLD 4217
    Phone: 07 5582 8708
    9am to 4pm, Monday-Friday
    View location on map
    Counter closed from 1.15pm to 2pm

  • Plumbing and Drainage Section
    9 Holden Place
    Bundall QLD 4217
    Phone: 07 5667 5977
    8.15am to 4.30pm, Monday-Friday
    View location on map

For counter enquiries please see security first at the Waterside East reception desk. They will then direct you to use the phone on the wall in the foyer to contact either the Planning Enquiries or Plumbing Section.

Note: Planning and plumbing phone enquiries can still be taken any time from 8am to 5pm, Monday to Friday.

Feedback and compliments

If you would like to provide feedback or compliments please use our online form below:

Submit feedback or compliments

Alternatively, you can email general enquiries to us at mail@goldcoast.qld.gov.au

Rate your overall experience with Council

Complaints - how do I make a complaint?

See our complaints page for more information about how to make a complaint.

Assisted services (e.g. National Relay Service, translating/interpreting assistance, hearing loops)

Language assistance

If you need an interpreter please call the National Translating and Interpreting Service (TIS) on 13 14 50 to speak to a City officer. To use this service you will need to tell them your preferred language. This is a free service for City-related business.

Please also refer to our resources in other languages for information in your language.

National Relay Service

People who are deaf or have a hearing or speech impairment can call the City through the National Relay Service (NRS). Give the City of Gold Coast number, 1300 465 326, you want to call.

Hearing loop technology

The City provides hearing loop technology (also known as audio induction loop) at our Burleigh Customer Service Centre to assist customers with reduced ranges of hearing.

See the 'Customer Service Centres' sub-heading above for location and opening hours.

Related information

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