Online Services FAQs

Commonly asked questions about Online Services?

Jump to the different topics below

What services are available through Online Services?

If you are not a registered user, you have access to the following services:

Payments

  • Rates -  pay your rates online
  • Application - DA’s & Civil Works
  • Licensing - Registration and inspection fees (e.g. parking permits, food premises, hair/beauty, shared accommodation, cooling tower, place of public entertainment etc)
  • Tax invoice – Debtors

Customer Request

You can report a problem, submit a service request, order FOGO bin liners, report a missed bin collection and more here.

Applications

Parking Permits

As a registered user, you have access to all of the services available to unregistered users, in addition to the below:

Certificates (registered users only)

Applications (registered users only)

How do I access Online Services?

Go to the Online Services Portal page and select any of the items from the front page to access the services.

If you are already a registered user, simply login using your username and password on the top right hand corner or click here to sign in

How do I register?

You can use register with us here (registrations take up to 4 business hours to be activated and you will not be able to login until your account is active.)

Complete the details and submit. You will not be able to log in straight away.

You will receive 2 emails:

  1. First email is a confirmation that you have registered with us and activation is pending. You will not be able to log in.
  2. Second email is to advise when your account is active. This might take upto 4 business hours to process.

Please note that registrations are processed during normal business hours and are normally processed within 4 business hours.

Email for company registration

We recommend that when you are registering on behalf of a company that you use a generic email address (ie. enquries@mycompany.com.au) as all electronic communications are sent to this email address.  This will ensure that if staff leave or are unavailable that emails are able to be accessed by other staff.

How do I know I’m signed in?

Your username will appear on the top right hand corner. If you’re not signed in, this will say Sign in.

How do I change my password?

Once you have logged into Online Services Portal using your username and password, an option of Change Password will be available near the top of the page (the blue line).

Click on this link and you will be presented with a screen to enter your current password, your new password and confirm your new password. Click on OK and your password will be changed.

Your Online Services Portal password must be at least 10 characters long, and contain at least one numeric character, one uppercase character and one special character.

Please Note: YOUR PASSWORD IS CASE SENSITIVE.

One example of a password meeting the password requirements can be Abcd2345#!

Note. To keep your account safe, please do not use this example as your password.

What are the rules for passwords?

Your Online Services Portal password must be at least 10 characters long, and contain at least one numeric character, one uppercase character and one special character.

Please Note: YOUR PASSWORD IS CASE SENSITIVE.

One example of a password meeting the password requirements can be Abcd2345#!

Note. To keep your account safe, please do not use this example as your password.

How do I reset my password?

If you have lost or forgotten your password, select Forgot my password on the sign in page of the Online Services Portal.  You will be presented with a window to enter your username and your email address that we would have on our records.

An email will be sent to the registered email address with an activate code.

You can enter the activation code from the email along with a new password.

Make sure your password is 10 characters long, and contain at least one numeric character, one uppercase character and one special character. Please Note: YOUR PASSWORD IS CASE SENSITIVE.

One example of a password meeting the password requirements can be
Abcd2345#!

Note. To keep your account safe, please do not use this example as your password.

How do I find my username?

If you have registered for Online Services and forgotten your username, please check your original confirmation email which will include your username. If you would like to be sent a reminder email, please log a request here.
Please note. this is only if you are an Online Services registered user.

How do I change my username?

Unfortunately, there is not an option to change your username.

How do I re-activate my account?

If your account is made inactive due to too many failed password attempts, you can you can log a request or your account to be unlocked here

Please note. this is only if you are an Online Services registered user.

How can I advise Council of a change in my address, phone number or other contact details?

As a registered user, you can check your registered details when you're signed in. The option of Profile will be available near the top of the page (the blue line).

To update your details with us, please visit Update your Name and Address for more information.

What should I do if there is a problem with payments?

If there is a problem with a credit card payment, check that you have credit available on the account or the card has not expired and have entered all details correctly. Some internationally issued credit cards from being accepted, please contact your bank for further information.

Can I get a receipt for my payment

Yes, you can request a receipt be emailed to you as part of the payment process.  If you are signed in it will be emailed to the address we have recorded on your record or for unregistered users, you can nominate an email address at the time of payment.

Can I view the details of my rates?

We currently do not have this available, but you can sign up to receive your rates electronically (by email). Visit our website Rates eNotices for more information.

Useful links to services outside Online Services

Electronic rates (eRates)

You are not able to view your Rates through Online Services, but you can register to receive your rates by email registering for eNotices here

DA tracker

If you want information about development applications from 2006 onwards, you can view DA’s using our DA Tracker

Your Say Randwick

Your Say Randwick is Randwick City Council's online engagement platform, and one of the ways Council engages with the community to gather your input on proposed projects, plans or policies.

Further Information

Service Timeframes

Please refer to our Service Timeframes guide PDF, 131.15 KB to find out how long different services take to process.

Couldn’t find the answer?

For all other matters or if you require further assistance, you can find more information on how to contact us on our Contact us page.

Privacy Statement and Disclaimer

Please refer to Council’s main website for our online privacy statement, please visit privacy statement for more information.

Last Updated: 7 December 2022
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