[Michael Cherry]

Hi Everyone,
This one is a bit out of left field hence not sure under what topic to lodge this one.
My question relates to the written advice supplied by ratepayers or real estate agents to Council re change of postal addresses for rating purposes.
Are these change of address advices all stored within your electronic document management system (EDMS) against the effected property? If not – where are they stored?
If they are stored in your EDMS what staff within Council register them into the system? Is it only Records staff?

Thanks – appreciate your feedback.

Mick

[Linda Fury]

Hi Mick

We set up a link on our website that all the agents use (they are referred there if they don’t use it) that allows them to notify us of a change of address.
As part of this request the agents MUST send through a copy of the Managing Agents form that shows that they are acting on behalf of the owner. We will not change addresses unless we have that form.
Once they have completed this, the application comes to us through a One Council request. This is then actioned by the Rates Information & Services Team.
Any change of address that are not from a real estate agent, are in writing or over the phone. The written requests are processed by Customer Services and they are stored in Trim. If they are taken over the phone a Customer Action Request is raised in One Council and these are also processed by Customer Service.
Let me know if you need any more information

[Andrew Butcher]

Hi Mick
We have a link on our website for individuals only, both agents and businesses need to make changes in writing, however they often try on-line. All requests are linked to the property by the person making the request, its a mandatory field and are reviewed before being processed. These are all stored in Pathway.
All written request are stored in our EDMS against the property and sometimes the name, but always the property. We only ever search by property and our records team are aware of the importance. Sometimes, but not normally we will register a CoA mostly they are registered by our records team.
Over the phone requests are recorded on a pro-forma form and once completed by our NAR officer they are scanned and registered against the property. We have regular meetings with records to ensure proper practice is being maintained and they pretty good at keeping things up to date.

Regards,
Andrew

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