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Customer Service Centre

Our customer service centre has 10 staff and answers on average 600 phone calls a day. We have put together top 60 questions asked by our customers on a daily basis to help you save time.

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Frequently Asked Questions

  1.   My Rate Notices for the 2010/2011 financial rating year have been printed with incorrect credits being included under the category of “Arrears”.
    • Council is currently working with its Mailing House to organise for these Rates Notices to be re-printed and re-issued by the 30th July 2010 indicating the correct amounts.
      Council apologises for any inconvenience.
  2.   What is the Centrepay / Centrelink Reference Number on my Rates Notice?
    • The New Centrelink Reference No is a new payment option for anyone wishing to have their rates paid directly from their Pension Benefits.

      This is not your pension Customer Reference No, it is the Service Providers Centrepay Ref Number only.
  3.   When is my next clean up due?
    • You can find out your next schedule cleanup date by following this link
      http://www.parracity.nsw.gov.au/live/my_home/waste_and_recycling/clean_up_services

      Instructions: Type in your full address in ‘Find your location’ to get your clean up zone and then click on a map to find your dates.

      Please note: The only properties who are entitled to clean up services are residential properties who pay for a residential garbage services. Council only offers scheduled clean up dates.

  4.   How much does the bigger bin cost?
    • A 240 Litre Residential Garbage bin cost $405.80 per annum (as at 2010/2011 financial year). A 240 Litre Commercial Garbage bin
      costs $415.60 per annum ( as at 2010/2011 financial year). Please note these prices change every year. To get the current price,
      please go to the following link

      Schedule of fees and charges 2010 - 2011

  5.   Why garbage has not been collected?
    • There can be variety of reasons why the garbage hasn’t been collected. If it is not collected please lodge a Service Request to
      Collect by using our service request form
      Online Services
  6.   My bin is broken/lost, can I get it replaced? Does it cost me anything?
    • Yes, you can. You just need to lodge a service request explaining which bin requires replacement & why.There is no cost at the moment for bins to be replaced. Online Services
  7.   How can I order a new bin?
  8.   When are my rates due?
    • Rates are normally due by 31 August for the current financial year. The residents can pay their rates in 4 instalments.
      These instalments are due by 31 August, 30 November, 28 February and 31 May within the financial year the rate is due.
      More information on rates, available here ‘Rates & Fees’.
  9.   How can I change my postal address for service of Rates Notices?
    • To Change your postal address on Rates Notices please lodge your request to change the address in writing. It can be posted, emailed or faxed back to Council.
      Please go to the following link to download the Name and Address Change Form

      Postal address: PO Box 32, Parramatta NSW 2124
      Fax: 02 9806 5917
      Email: council@parracity.nsw.gov.au

  10.   Can I do direct debit for my rates?
  11.   Can I get a copy of my Rates Notice?
    • Yes, if you are the owner of the property. Copy of your Rates Notice will cost you $13 for this financial year.
      Please go to the following link to download the Rating Information form

      It can be posted, faxed or attached to an email to Council.

      Postal address: PO Box 32, Parramatta NSW 2124
      Fax: 02 9806 5917
      Email: council@parracity.nsw.gov.au

      Note: After receiving your request Council will send it by either of the above methods instructed by you.

  12.   Who are eligible to claim Pensioner Rebate & how can I claim the rebate?
    • Council offers both a mandatory pensioner rebate and an additional Council-funded rebate.
      In order to qualify for the mandatory rebate you must:

      1) be liable for the Rates and Charges on your property,
      2) solely reside in that property, and
      3) have a current Pensioner Concession Card issued by either the Department of Veteran’s Affairs or Centrelink.

      To receive the additional rebate you must have resided in the property consecutively for at least the last five years and qualify
      for the mandatory rebate.If you satisfy the above conditions, please bring along your Pensioner Concession Card and apply in person at Council’s Administration Building at 30 Darcy Street, Parramatta during business hours. Alternatively, you can apply at the Parramatta Library on Saturdays between 9:30am and 12:30pm. All applications must be received no later than the 30 June each year for the rebate to apply to that financial year.

  13.   Can I update a Section 603?
    • Please ring Council on 9806 5050 with the Assessment Number and Certificate Number to update Section 603.
  14.   I am having trouble paying my rates on time; can I make an arrangement with council to pay by instalments?
    • Yes, you can, as long as you are proposing to pay the rates within the financial year. You can put your request in writing.


      It can be posted, faxed or attached to an email to Council.

      Postal address: PO Box 32, Parramatta NSW 2124
      Fax: 02 9806 5917
      Email: council@parracity.nsw.gov.au

      Alternatively, you can ring council on 9806 5050 to make an arrangement

  15.   Can I check status of my Development Application?
  16.   Can I book a Building Inspection?
  17.   How can I get a copy of my house plan?
    • If you have lodged your house plan after 1 July 2005 to Council for approval, you can use DA Search and Progress tool to find your house plan.

      If your plan was lodged before 1 July 2005 then you have to lodge a request under Government Information (Public Access) Act (GIPA), to do this download an Application form

      It can be posted, faxed or attached to an email to Council.

      Postal address: PO Box 32, Parramatta NSW 2124
      Fax: 02 9806 5917
      Email: council@parracity.nsw.gov.au

  18.   What is the zoning of my property?
    • Zoning of your property can be found in the development section of this website.

      Zoning information is not given over the phone, Council Officer can offer you guidance if you need any help in locating your property. You can come to the Council Office to get the zoning.

      You can also apply for a Zoning Certificate (Section 149A & 149B) to get your zoning as well as information on what type of Developments are permitted on your land. In 2009/2010 financial year the cost of the Zoning Certificate is $100.

      Note: Zoning information is not given over the phone

  19.   How do I lodge a Building Certificate for unauthorised building works?
    • The lodgements of Building Certificates for unauthorised building works are by appointment only.

      BC lodgement meetings are held at Council offices on Tuesdays and Thursdays between 9am and 12pm.

      Please contact Council’s Development Advisory Team on 9806 5600 to organise a meeting and refer to the Building Certificate Application form available on Council’s website.
  20.   How do I book a pre-lodgement meeting for my proposed development
    • The pre-lodgement meetings are by appointment only. Pre-lodgement meetings are held at Council offices on Wednesdays between 1pm and 4pm.

      Please refer to the Pre Lodgement Meeting Application form and Pre-Lodgement Fact Sheet available here.
      Should you have any further queries, please contact Council’s Development Advisory Team.

  21.   There is a pothole in front of my property, can Council fix it?
    • You can request Council to inspect the pothole by lodging a Service Request. Please go to the following link and lodge a Service Request. Council will inspect the pothole and take the action accordingly.
  22.   My street needs sweeping, can I get Council to take care of this?
    • You can lodge a Service Request to Council to sweep your street. Council will inspect the street and take the action accordingly.
  23.   I wish to remove a tree from my property, what should I do?
    • Any tree more than 5 metres in height requires an approval from Council to have it removed. There are some exceptions.
      Please find out more information on trees 
  24.   The tree on the footpath in front of my property is overgrown and branches are falling, can Council prune/remove it?
    • You can request Council to inspect the tree by lodging a Service Request. Council will inspect the tree and take an action accordingly.
  25.   A dog is roaming around, can council pick it up? Does Council pick up stray cats?
    • During business hours please ring council on 9806 5050 and an Animal Management/Control Officer will attend and if the dog can be located it will be impounded and conveyed to the Blacktown Pound facility.

      Community Safety Staffs are also available after hours to respond to roaming/aggressive dogs. To contact a Community Safety Officer in regards to an aggressive roaming dog, please call 9806 5050 and follow the prompts so you can be connected to the after hour service provider who will record your details and then forward them to the on call officer so they can assist you.

      Council does not pick up stray cats

  26.   Can Council help me to find my lost dog?
  27.   People have dumped rubbish on my street. Can council remove it?
    • Council will investigate the dumping and take necessary action. Please report the incident through our website or by phone 1800 DUMPED.
  28.   Parking meter in this car park or nearby is not working and I need to park the car, what can I do?
    • Please check to see whether there is any other parking meter and go to that meter to get the parking ticket otherwise you will be
      fined for parking without a valid parking ticket.
  29.   Can I get a Parking Permit?
    • It depends on whether you live in a parking permit area. Please visit Resident Parking Scheme to find out whether you live in the resident parking permit area. If you do, you can get a parking permit.

      The requirements to get the Parking permit are as follows:-

      Current Driver’s Licence (with current address in the permit scheme area; for overseas Driver Licence, a Photo ID and 2
      different current utility bills showing the address in the permit scheme area must be provided)
      Current Utility Bill (electricity/gas/land phone/mobile pone/bank statement/rates notice with the resident’s name and current
      address in the permit scheme area; a current rental lease agreement issued not more than 3 months prior to the date of applying
      for a Resident Parking Permit is acceptable for new tenants only)
      Current Vehicle Registration (with the resident’s name and current address in the permit scheme area)
      A Letter from the company on company letterhead with an ABN No. (if vehicle is not owned by the applicant)
      Pensioners Concession Card or NSW Student Identification Card (only required when claiming 50% reduction of the
      permit fee)
      Credit Card Authorisation Form (if payment is made by Credit Card)

  30.   When is the next Council Meeting?
  31.   How can I organise a meeting with the Lord Mayor?
    • If a constituent wishes to meet with the Lord Mayor, they are required to put their request in writing to the Office of the Lord Mayor
      specifying:

      -   The reason for the meeting request (subject they wish to discuss)
      -   The outcome they seeking from the Office of the Lord Mayor
      -   Contact details along with names and titles of guests that they wish to bring along to the meeting

  32.   How do I get around in Parramatta?
  33.   Does Parramatta Council book Parramatta Park?
    • No. The park is managed and operated by the Parramatta Park Trust.
      They can be contacted at:
      Address: Parramatta Park Trust, Macquarie Street,
      Pitt Street/George Street entrance, Gatehouse, Parramatta 2150.
      Phone: (02) 9891 4488
      Fax: (02) 9689 1452

  34.   How can I find out what multicultural services are available in Parramatta?
    • Contact Council's Community Development Worker - Multicultural on 9806 5137.

  35.   What leisure activities are available for seniors?
    • Council operates a Seniors Leisure and Learning Centre, for people over the age of 50.
      A range of classes, including Tai Chi, cooking, massage, computers, colonial history, line dancing, yoga, bingo, bowls and many more, are
      available.
      The centre is located on the ground floor of the Council Chambers Building, Civic Place, Parramatta. For further inquiries contact 9806 5128 or 9806 5118.

  36.   What does Council offer for community services?
  37.   What services are provided by Council for elderly or disabled people?
  38.   What do I need to do to get involved in volunteer work?
    • The Home Support and Community Services Unit are always looking for people who would like to volunteer their time to help the elderly, those with disabilities or assist the carers of the elderly and disabled.
      This may be to deliver food with the Meals on Wheels program, visit those who are confined to their homes through the Neighbour Aid program, offer peer support or volunteer to be a tutor in the Seniors' Leisure and Learning Centre.
      Before starting, you must take part in a Volunteer Induction training session which explains the volunteer's role. There are also ongoing monthly training and support meetings. If you are interested in volunteering please phone 9806 5121 for more information.
  39.   Are there resources available to research the history of Parramatta?
    • Yes. The Parramatta Heritage Centre houses the Council Archives and the Local Studies Collection, both of which contain valuable resources for people wishing to discover more about the City’s rich history.
      The collections are non-lending, which means the resources can only be used in the Reading Room at the Centre. Copying facilities are, however, available.
      The Council Archivist and the Local Studies Librarian can provide information on the collections as well as assistance and advice.
  40.   How do I join the Library?
    • Just ask a staff member for a registration form - membership is free.
      You will need to show identification which includes your home address, e.g. a driver's licence or health card. Library cards, credit cards, etc are not sufficient identification. If you are under 18 years of age, a parent or guardian is required to sign the form.
  41.   Where can I find free and paid parking in Parramatta?
  42.   How can I find out information about historic buildings and sites?
    • The Local Studies and Family History Library, which is located at the Parramatta Heritage Centre (346A Church Street, Parramatta), features an in-depth collection on the history of Parramatta. Specific buildings and sites of heritage significance in the Parramatta Local Government Area are listed alphabetically by street and house number in the City of Parramatta Heritage Study. The Teachers' Guide to Parramatta Heritage Sites (on this website) is also a good start. Various published works about the history of individual buildings and houses in the area are also available. Other library branches have a number of popular books on Parramatta's history which can be borrowed.
  43.   If a bus shelter requires repair, how do I alert Council?
  44.   Who can I speak to about getting a kerb and gutter constructed in my street?
    • Council has a prioritised listing for outstanding unconstructed streets and your request will be assessed for funding in accordance with the program. Contact Council's Infrastructure Unit on 9806 5616 to find out the listing for your street.
  45.   Who can I speak to about a faulty street light?
    • Contact Integral Energy on 131 081, they will carry out a repair of the faulty lantern.
  46.   When is a Development Application (DA) required?
    • Development Applications are generally required for use of land, building, subdivision, erection of a building, carrying out of work, demolition and tree removal. Some very minor types of development called Exempt Development do not require development consent. However, before you make any changes to a building, build a structure, remove a tree or occupy premises you need to check whether the proposal is permissible and whether it is a 'development' that requires an application. You can obtain this advice from Council's Development Unit, either in person or by phone on 9806 5524.
  47.   What hours of work are permitted on a building site?
    • Council has a standard condition that applies to most development consents. The standard hours are Monday to Friday 7.00am to 6.00pm and Saturday 8.00am to 5.00pm. No work is permitted to be carried out on Sundays or Public Holidays.
  48.   How do I find out if my property is Heritage listed?
    • Refer to the Heritage Local Environmental Plan which is available from Council's Development Unit. Your property may be listed individually as a heritage item or be located within a Heritage Conservation Area. In some cases, Council may hold information about the history of the property and why it is considered to be significant. You may also find that your property is listed on the State Heritage Register or protected by a Heritage Order under the Heritage Act.
  49.   Does Heritage listing stop me doing work to my property?
    • Heritage listing does not mean that a building cannot be modernised, altered or developed. However, it does mean that any changes must be designed so that they do not detract from the heritage significance of the site. Demolition of a heritage listed building is unlikely to be approved. Council's Heritage Planner is available to give you guidance and advice on heritage matters on 98065586.
  50.   Does my swimming pool need to be fenced?
    • Yes. The owner of the premises on which a swimming pool is situated must ensure that the swimming pool is surrounded at all times by a child-resistant barrier. You should obtain a copy of Council's Guidelines to Swimming Pool Fencing to ascertain the level required for your pool. Contact Council's Environment and Health Unit on 9806 5000 for more information.
  51.   My neighbour does not cut their grass, what can I do?
  52.   Do I have to register my cat?
    • If you have owned your cat prior to 1 July 1999 you do not have to register the animal for life but you must ensure that your cat is identifiable by either a collar, ID tag or microchip. However, if you sell or give away your cat after 1 July 1999 it must be microchipped and registered for life.
  53.   What can be done about a dangerous dog?
  54.   When do I need to register my dog?
  55.   Where are the "leash free" areas located in Parramatta?
  56.   What are the fees for registering my dog or cat?
  57.   What can I do about a neighbour's dog that barks a lot?
  58.   How do I report an abandoned vehicle?
  59.   My neighbours are noisy, what can I do?
    • Council regulates noise created by human activities including loud music, power tools, lawn mowers, air conditioners and swimming pool pumps. Noise created by commercial and industrial premises is also monitored. Please note that the Council cannot regulate noise from motor vehicles or from people talking or yelling. It is always best to speak to your neighbour first before complaining to Council. If this approach is not successful, you can lodge a complaint that will be investigated -
      http://onlineservices.parracity.nsw.gov.au/epathway/prod/web/default.aspx
      The Police and the NSW Environment Protection Authority also have the power to investigate noise pollution.
  60.   Does Council provide free trees to residents?
    • Yes. Open days, advertised in the local newspapers, take place at Council's Nursery in Cowells Lane, Ermington where residents can select two free trees/shrubs. Free trees are also given to residents, visitors and local employees on 'green' days such as World Environment Day, Wattle Day and National Tree Day.
  61.   Where is my nearest garbage tip?
    • A list of tips and other waste services is available here
       
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