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Contact Us

Find out how to contact Cumberland Council or read about our Customer Service Charter and Standards.

Ways to contact Council

Through web chat

You can access web chat during business hours, Monday to Friday from 8.00am to 4.15pm. You can use a smart phone, tablet or computer to use web chat.

Open the chat box in the bottom right hand corner of the website and type in your query. A Customer Service team member will respond promptly to your message.

Learn more about Web Chat

By email or feedback form

Send through your query with all the relevant information to council@cumberland.nsw.gov.au.

You can also send through compliments and complaints through the compliments and feedback form.

Learn more about Compliments and Complaints.

By phone or fax

The best time to call Council's Customer Service team is during business hours, Monday to Friday from 8.00am to 4.30pm on 8757 9000

However, Council is also contactable for emergencies after hours 24 hours a day, 7 days a week on the same number above.

You can also fax your documentation to 9840 9734​​​​.

People with Disability Contact

If you are deaf or have a hearing or speech impairment you can contact us directly via the National Relay Service.

Please provide Councils contact number on your call and you will be connected to us: 02 8757 9000.

In person at Service Centres

There are two locations where you can visit Council in person to speak with our Customer Service team.

Merrylands Service Centre
16 Memorial Ave
Merrylands NSW 2160
View on google maps
Business Hours: Monday to Friday from 8.00am to 4.30pm

Auburn Service Centre
1 Susan Street
Auburn NSW 2144
View on google maps
Business Hours: Monday to Friday from 8.00am to 4.30pm

By post

Council's mailing address is:

Cumberland Council
PO Box 42
Merrylands NSW 2160

Through the Have Your Say​​​ website

View the latest Cumberland Council projects, plans and exhibitions through the Have Your Say portal and submit feedback on the issues that affect you

Comments must be received within the stated exhibition time frame in order to be considered.

Submitting events for the What's On Calendar

Local Community Organisations can submit their event to be included on Council's events calendar on this website.

Events should be submitted 4 weeks in advance and need to meet the relevant criteria.

Though the Internal Ombudsman Shared Service

If you have not been able to resolve your complaint with the Council, it is open to you to contact the Internal Ombudsman Shared Service (IOSS). The IOSS is available to council staff, Councillors and community members to ensure that the council has appropriately dealt with a complaint/issue raised with it.

Internal Ombudsman Shared Service
11 Northumberland Road
Auburn NSW 2144
Email: internalombudsman@cumberland.nsw.gov.au
Phone: 8757 9044

By using the Snap Send Solve app

Snap Send Solve is an app you can download and use on your smartphone.

You can report common issues and include a photograph through the app.

Learn more about Snap Send Solve

Media contact

For media inquiries or interviews, please contact: media@cumberland.nsw.gov.au or 0437 724 224.

Our Customer Service Charter and Standards

Customer Service Charter

Council's commitment to providing a high level of customer service to its community is outlined in our Customer Service Charter.

Our Charter is our commitment to provide you, our customer, with quality service that is professional, efficient and effective.

View the Customer Service Charter. (PDF, 293.15 KB)

Customer Service Standards

Council is committed to delivering high-quality service delivery, which is both timely and efficient. Our Customer Service Standards outline the level of service you can expect to receive from us.

Please refer to our Customer Service Standards for further information about our service delivery.

View the Customer Service Standards. (PDF, 3.61 MB)