Contact Us

If you are contacting us to book a kerbside waste collection, report a missed service or damaged or missing bins, you need to book these via Council’s Waste contractor via www.1coast.com.au or  1300 126 278

Postal Address:
PO Box 20
Wyong NSW 2259
Australia.

Phone: (02) 4350 5555
Fax: (02) 4351 2098
Email: wsc@wyong.nsw.gov.au - if you wish to have formal acknowledgement of your email please request this.

ABN: 47 054 613 735

Customer Contact Centres

Wyong Shire Council Civic Centre
New window to Google Map 2 Hely St, WYONG NSW 2259
Customer Contact operation times: 8.30am to 5.00pm, Monday to Friday
Phone: (02) 4350 5555

The Entrance Library and Council Services Centre
New window to Google Map 211a The Entrance Rd, THE ENTRANCE NSW 2261
Customer Contact operation times: 9.30am to 4.30pm, Monday to Friday
Phone: (02) 4350 1550 or (02) 4350 1552

Tuggerah Library and Council Services Centre
New window to Google Map Westfield Tuggerah, 50 Wyong Rd, TUGGERAH NSW 2259
Customer Contact operation times: 9.00am to 5.30pm Monday to Friday; 9.00am to 3.00pm Saturday.
Phone: (02) 4350 1560

Lake Haven Library and Council Services Centre
New window to Google Map Lake Haven Shopping Centre, Goobarabah Ave, LAKE HAVEN NSW 2263
Customer Contact operation times: 9.00am to 5.30pm, Monday to Friday; 9.00am to 3.00pm Saturday; 10.00am to 2.00pm Sunday.
Phone: (02) 4350 1570

Talk to us on Twitter or Facebook

Council can also be contacted via our Twitter or Facebook social media sites.

Customer requests or complaints

Wyong Shire Council (WSC) is committed to being accessible and responsive to all community members who approach our organisation whether to provide a compliment, feedback or with a complaint.

Council defines a complaint as:

“a set of emotions, facts or reasons that together form an expression of dissatisfaction with one or more services, processes, rules, interactions, decisions or operations engaged in by WSC.”
 
The following will not be registered as a complaint in the first instance; however they may be logged as valid complaints if Council has failed to respond appropriately to a request or a report:
 

  • An initial request for service.
  • A request for information or explanation of Council’s policies or procedures.
  • The lodging of an appeal or objection in accordance with legislative appeal provisions e.g. objection to a development application.
  • Decisions made by the elected Council.
  • Appeals against fines issued by Council officers.
  • Complaints about third parties eg. reports concerning neighbours, a neighbour dispute.
  • Complaints relating to an issue that is the responsibility of another authority or service provider.

Reporting

All complaints formally received by Wyong Shire Council are recorded in Council’s Record Management System. The keeping of accurate records on complaints will assist us in responding promptly and accurately to complainants.

Accurate records allow us to analyse and report trends. Specifically we will be looking to see whether issues are systemic or recurring to allow us to improve our processes and reduce future complaints. This may be through the use of corrective or preventative actions and innovative improvements.
 

How to provide feedback or lodge a complaint

Responsibility for the management of Customer Feedback lies with the Manager, Customer & Community Relations.

Feedback (compliment, suggestion, and complaint) may be provided by letter, fax, email, verbally (in person or over the telephone) or by completing the feedback form on the website.
 

Online

Complete our online feedback form

In Person

Wyong Shire Council Civic Centre
New window to Google Map 2 Hely St, WYONG NSW 2259
Customer Contact operation times: 8.30am to 5.00pm, Monday to Friday

The Entrance Library and Council Services Centre
New window to Google Map 211a The Entrance Rd, THE ENTRANCE NSW 2261
Customer Contact operation times: 9.30am to 4.30pm, Monday to Friday

Tuggerah Library and Council Services Centre
New window to Google Map Westfield Tuggerah, 50 Wyong Rd, TUGGERAH NSW 2259
Customer Contact operation times: 9.00am to 5.30pm Monday to Friday; 9.00am to 3.00pm Saturday.

Lake Haven Library and Council Services Centre
New window to Google Map Lake Haven Shopping Centre, Goobarabah Ave, LAKE HAVEN NSW 2263
Customer Contact operation times: 9.00am to 5.30pm, Monday to Friday; 9.00am to 3.00pm Saturday; 10.00am to 2.00pm Sunday.

By Post 
All correspondence should be addressed to the General Manager
PO Box 20
Wyong NSW 2259
Australia.

By Phone 
Phone: (02) 4350 5555
Customer Contact operation times: 8.30am to 5.00pm, Monday to Friday

Fax: (02) 4351 2098

Email: wsc@wyong.nsw.gov.au - if you wish to have formal acknowledgement of your email please request this.

Alternatively, download Council's doc format Complaint Notification Form (138.00 KB) the doc format Request for service form (138.50 KB) or the doc format Community Feedback Form (139.50 KB)

For more information about Building and Development service delivery see the docx format Development and Building- Service delivery charter (25.44 KB)
 

Referral to external agency

If you remain dissatisfied with the way your complaint has been handled your right to refer your concerns to an external agency, such as the NSW Ombudsman’s office, will be explained to you as well as any other appeal procedures or other legal remedies which may apply.