Expected Timeframes for Service Requests

Service Level Agreements (SLAs) set out the typical timeframes council aims to meet when responding to different types of service requests. These timeframes are intended to accurately reflect the level of effort, coordination requirements, and legislated notice periods, ensuring they are both realistic and achievable. Having clear SLAs helps council plan and manage work fairly across the community, and they are reviewed regularly to make sure they remain reasonable and fit for purpose.

It is important to note that SLAs are a guide only and do not account for urgent issues or safety risks. Issues that pose a risk to public safety are assessed and prioritised appropriately, regardless of any published timeframe. From time to time, factors outside council’s control, such as very high request volumes or prolonged wet weather, may also affect how quickly a request can be completed.

If you have a request open and you require more information, contact council.

Common Service Requests and Expected Timeframes

This example image represents some of the most common service requests that council receives. Each request is numbered and corresponds to the table of information below.

NUMBER	ICC SERVICE REQUEST	EXPECTED TIMEFRAMES (SLA)
1	Tree trimming Whether it’s damaged limbs or overgrowth blocking visibility, this request lets our arborists know when a tree needs work. During severe weather, particularly before and after storms, request numbers can spike, which may cause delays.	25 business days
2	Playground equipment repair Keeping kids’ play areas safe (and fun) is of high importance. During repairs, equipment may be sectioned off while this work is carried out, and will be reopened when thorough safety checks have been completed.	30 business days
3	Commence new bin service (domestic) For new builds, or properties without an existing service, this is how you order a general waste, recycling and GO bin set.	5 business days
4	Missed bin service If your bin has been missed, submit a request and our team will arrange a return visit by close of the following business day.	1 business day
5	Repair/replace bin service Our team will repair damaged or replace missing wheelie bins upon the creation of this request. Help our team deliver your new bin sooner by leaving your bin on the kerbside before or as soon as possible after submitting your request.	5 business days
6	Overgrown private property To keep the amenity of our neighbourhoods, and for the safety of adjoining properties, our team works with property owners to bring their properties to compliance. This includes providing ample opportunity to manage vegetation on-site, in line with legislated notice periods, or progressing to legal action when necessary.	90 business days
7	Dog attack investigation Dog attacks that are occurring at the time of reporting are addressed as a high priority. However, follow-up work after an incident—such as site visits and collecting statements and evidence—can be complex and may take longer to resolve, particularly where legislated notice periods and compliance processes must be observed.	90 business days
8	Footpath maintenance Repairs, such as cracks, ‘toe trippers’ and other minor defects, on our footpath network are assessed and scheduled for repair within 30 days. Larger scale or more complex requests are planned separately and delivered through scheduled capital works programs.	30 business days

Frequently Asked Questions

Why are some requests completed earlier than the SLA timeframe?

The SLA gives you a guide for how long a request is expected to take, and it’s the timeframe our teams always work towards. Sometimes our team are able to complete the request sooner than the target, but it's important to remember this isn’t achievable for every service request.

Why might my request take longer than the SLA?

There are times when completing a request may take longer than the target timeframe. This can happen due to:

public safety issues taking priority
council experiencing a high volume of requests
wet weather or site access issues
the need for specialist assessment or contractor availability
legislated processes council must follow

If your request is delayed, we’ll keep working to complete it as soon as possible.

How can I assist council in achieving these targets?

When submitting a service request, providing clear and complete information helps council respond more efficiently. Use council’s preferred contact channels, such as phone, email, MyIpswich or Snap Send Solve, and include as much detail as possible about the issue. Photos can be very helpful (where relevant) and making sure your contact details are correct allows our teams to follow up if more information is needed.

How does council decide what is urgent?

Urgent matters are issues that present an immediate risk of serious or life‑threatening harm, such as fallen trees blocking roads or aggressive and dangerous animals. These issues are prioritised for immediate action, regardless of the standard SLA. If a situation involves immediate danger or potential criminal activity, please contact emergency services or police first, then notify council as soon as it is safe to do so. For other urgent matters, we recommend contacting council by phone for the fastest response.

How do I follow up on my service request?

If you’d like an update or the due date has passed, please contact council for assistance. When you get in touch, have your service request number handy so we can look into it for you.

How do I make a complaint regarding an SLA?

If you have concerns about your request timeframes, start by contacting the Officer currently assigned to your request. You should discuss the issue and try to reach a resolution. Your request will then either be further actioned or closed.

If you are not satisfied with the advice provided after your request is closed, you can escalate your concerns to the Complaints Management Team. Click here to find out more.