Mitchell Shire Council survey reveals decline in community satisfaction

Out of all the core measures, sealed local roads experienced the most significant decline, going from a score of 33 in 2023 to 28 in 2024.

Mitchell Shire CEO Brett Luxford said the recent community satisfaction survey results are disappointing and have highlighted some key areas that need improvement, particularly in maintaining the road networks.

“While we understand the community’s frustration and share their concerns, we have also been undertaking significant work in many of the areas highlighted by the survey,” he said.

“The recently adopted 2024/25 Council Budget reflects our focus on infrastructure, with $16.15 million allocated for roads, $4 million for bridges, $1.46 million for footpaths and cycleways.

“This continues our commitment to improving our transport network.”

Mr Luxford said that the floods in October 2022 and January 2024 significantly impacted the conditions of the road.

“While we have made considerable progress in repairs, these events have required additional resources, affecting other planned road projects,” he said.

“We are working hard to catch up and continue to address these issues.”

The satisfaction survey was conducted through phone calls from a fixed-line number only, so households that participated in the survey were those with a working telephone or landline.

Mitchell Shire Acting Mayor Councillor Nathan Clark said that the feedback they received helps them understand how to better serve the community.

“The survey pointed out areas that need improvement, especially in local infrastructure and planning due to population growth,” he said.

“Our main goal is to enhance the quality of life in the shire.

“I recognise the need for better communication and transparency between council and residents.

“This is a key part of our new Customer Experience Strategy. Your needs are our top priority.”

Mr Clark said he understands a general feeling of disappointment and a loss of trust in institutions.

“It’s not just about roads and footpaths, but also the cost of living and the ongoing impacts of COVID,” he said.

“I share these concerns as a resident of Mitchell Shire.”

Despite the disappointing results, family services’ scores increased from 59 in 2023 to 60 in 2024, as did customer service’s, which went from 60 in 2023 to 62 in 2024.

“It is encouraging to see that our efforts in family support services have been well-received, with higher satisfaction ratings reflecting our commitment to providing essential resources and programs for families in our community,” Mr Luxford said.

“We do note, however, that as our population grows, the demand for these services will increase.

“The recently adopted budget supports this with an additional $24.32 million allocated for community services, including libraries, maternal child health, and kindergartens.

“I am also pleased to see positive results in our customer service scores.

“The community has previously identified this as an area needing improvement, and I am proud to say we have made considerable progress.

“Our recently released Customer Experience Strategy has been instrumental in guiding our efforts to ensure the council delivers responsive, accessible, and efficient service.”

The Mitchell Shire Council has received a score of 42 in its overall performance, 4 points less than last year’s score of 46.

Mr Clark said he’s committed to making Mitchell Shire a great place to live, work, and play.

“Our community needs more, like family services, libraries, early learning, waste management, economic development, tourism, and advocacy,” he said.

“Our advocacy efforts have secured nearly a billion dollars in funding over the last year.

“I hope to see an improvement in future survey results. Your feedback is invaluable for decision-making.”

Mr Luxford acknowledges the areas highlighted for improvement but said it is important to note that the results are just one aspect of a broader picture and do not fully reflect the comprehensive efforts the council is making across various areas to improve the quality of life for our residents.

“Council staff have achieved significant success in securing support and funding for major projects,” he said.

“This vital advocacy work is closely linked to the efforts of our consultation and engagement team.

“While results in this area were also lower, they do not reflect the enormous amount of work that the team is doing to seek feedback from the community and incorporate it into projects.”