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Council to reopen Customer Service Centre by appointment only

Lake Macquarie City Council will reopen its Customer Service Centre to the community from Monday 18 May, by appointment only.


Council’s Head of Customer Experience Jasmyne Munro said with the easing of restrictions starting in NSW it is appropriate to review and adjust the service offerings of Council.

“Over the past few weeks, we have operated an appointment-only community hour on Wednesday mornings to allow residents to complete transactions in person, if required,” Ms Munro said.

“Where possible, customers will continue to be encouraged and assisted in completing their transactions online; however, we understand this isn’t possible for everyone in our community.

“There will be restrictions in place and we have implemented adequate cleaning measures to ensure the health of our staff and the community.

“We would remind all visitors to please follow safe physical distancing and health advice by keeping 1.5m apart, maintaining personal hygiene by regularly washing/sanitising hands, and not visiting the Centre if you are unwell.”

Customers are required to call 4921 0333 to book an appointment, and will be asked a series of screening questions around their health and travel, as well as their contact details for traceability in the future.

Customers will be able to book a 15-minute appointment between 9am and 4.30pm, Monday to Friday.

The doors of Council’s Administration Building will remain locked, and customers will be greeted over an intercom before they can enter the building.

Only 10 customers will be allowed into the foyer at any one time, including children.

Duty Building and Duty Planners will continue to be available during community hour on Wednesdays, between 11am-1pm.

Lake Mac Print services will continue as per their current arrangement. Services such as Justice of the Peace will not be provided at this stage.

For more information about changes to Council services and facilities, visit

Council will continue to monitor advice from the Government and Health Departments, and advise of further changes to our operations.

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