Online Self Service FAQ

What tasks can I do online?

It's quick and easy for you to do the following transactions online at a time that is convenient to you.

  • Apply for a Logon account with Council
  • Update your phone and email address*
  • Update your postal address 
  • Report a problem or request a service (eg maintenance request, pothole, barking dog)
  • Pay your rates and water accounts
  • Pay parking infringements 
  • Pay sundry debtor account 
  • Renew your animal registration
  • Cancel an existing animal registration 
  • Apply for a Footpath Dining Permit
  • Apply for a Parking permit - Business, Commercial, Residential or TPI 
  • Submit a Development Application
  • View Development Applications

Note: The services marked * require you to register for a Logon Account.

More information on how to get a Logon Account and the benefits of getting a Logon Account is available in the FAQs.

Do I need to create an account to use Online Self Service?

Most current online services do not require a Logon Account. However, we are constantly adding services to Online Self Service and in future, many of these will require a Logon Account for privacy or security reasons. 

More information on how to get a Logon Account and the benefits of getting a Logon Account is available in the FAQs.

Why should I register for a Logon Account?

Online services that require us to accurately identify you for privacy or security reasons require a Logon Account.

Even if you are not using services that require a Full Logon, having a Logon Account means you can streamline your transactions as forms will self-populate with your recorded details. Your transaction history will also be recorded for future use.

Apply for a Logon Account

See Council's terms and conditions and our privacy statement for more information about the use of Online Self Service and your obligations.

How do I get a Logon Account?

There are three ways to register for a Logon Account.

Business owner registration

There are four steps to obtaining your logon

  1. Complete the online application for a new Logon Account. By submitting your application you agree to Cairns Regional Council's terms and conditions of use.
  2. At the requested point in the application
    1. upload a letter on business letterhead, stating the contact person and their position in your organisation, and the authorisation to request a logon on behalf of the business; and 
    2. enter your ABN.
  3. Once you have registered and your business details are verified, Council will activate your Logon Account. 
  4. You will receive a unique username and password giving you full access to Cairns Regional Council's Online Self Service.

Private ratepayer registration

If you have a rates or water assessment number we can fast track the registration process for you.

  1. Complete the online application for a new Logon Account. By submitting your application you agree to Cairns Regional Council's terms and conditions of use.
  2. You will need to enter your assessment number with your personal details.
  3. Once you have registered and your assessment number is verified, Council will activate your Logon Account. 
  4. You will receive a unique username and password giving you full access to Cairns Regional Council's Online Self Service.

Individual non-ratepayer registration using identification

There are three steps to obtain your Logon Account.

  1. Complete the online application for a new Logon Account. By submitting your application you agree to Cairns Regional Council's terms and conditions of use.
  2. Record the reference number displayed on the CRM receipt screen. You will need to bring this number when presenting your proof of identity documents.
  3. Visit one of the Council locations listed below within seven (7) days with the reference number and two forms of identification.

Once you have registered and verified your identify Council will activate your Logon Account. You will receive a unique username and password giving you full access to Cairns Regional Council's Online Self Service

Accepted forms of identification

  • Photo identification eg drivers license or passport.
  • Proof of your address eg utility bill such as electricity bill.

You can present your identification documents at Council's Customer Service Centres located at:

  • Cairns Regional Council: 119-145 Spence Street Cairns
  • Smithfield Library: 70 Cheviot Street, Smithfield
  • Earlville Library: Shop 128 Stockland Shopping Centre, Mulgrave Road, Earlville

I own multiple properties. Do I need to create a separate account for each property?

No. If you own multiple properties in the same name all your properties will be linked to your Logon Account.

See the FAQ on how to create a Logon Account.

Apply for a Logon Account

I conduct business with Council under multiple names. Do I need a separate account for each?

(eg property ownership under business name and animal registration under private individual name) 

Yes. If you have multiple names for different services you will be required to create Logon Accounts for each name.

See the FAQ on how to create a Logon Account.

Apply for a Logon Account

I need to provide proof of identity documents. Where can I do this?

You can attend any of Council's Customer Service Centres listed below to prove your identity. You will need photo identification, such as a driver's licence or passport, and proof of address, such as a utility bill.

  • Cairns Regional Council: 119-145 Spence Street Cairns, 4870
  • Smithfield Library: 70 Cheviot Street, Smithfield, 4878
  • Earlville Library: Shop 128 Stockland, Cairns, 4870

Dog registration

Why should I register my dog

To assist us in returning your dog to you it becomes lost

Dog registration and microchipping is compulsory in Queensland. All dogs must be registered with Council from 12 weeks. There is a special introductory fee for first-time registration.

To avoid a $252 fine for having an unregistered dog

When do I have to renew my registration?

  • Dog registration must be renewed each year on 1 July (see fees).
  • From 2017, you will receive a lifetime registration tag. You will continue to pay an annual renewal fee as normal.

What does my registration pay for?

Dog registration fees:

  • Fund and improve facilities such as the pound and dog off-leash areas
  • Contribute to handling of animal-related complaints and investigations
  • Allow us to provide a range of free activities for pet owners such as Community Dog Walks, workshops on problem behaviour and the annual Pets in the Park

How do I arrange to receive my renewal by email?

This can be done online or by contacting customer service on 1300 69 22 47.

I have just moved to the Cairns Regional Council area, do I need to register my dog with Council?

  • Yes, you are required to register your dog within 14 days of moving to the Cairns Regional Council area.
  • You should contact your previous Council to advise your dog is no longer in their local government area.
  • There are no reciprocal arrangements with other Councils so you will need to register your dog when you move to the Cairns Regional Council area and pay the full registration fee

What should I do if I move to a new address?

You should notify Council within 7 days of any changes to your dog registration details.

When will I receive my dog tag and certificate if I register online?

Provided the online application is complete and any supporting documentation required is supplied, your registration tag and certificate should arrive within 14 days.

I have a certificate or documentation to upload with my application but don't have a scanner. What can I do?

Council will accept a clear photograph of the certificate. It must be uploaded with your application

How many dogs can I have on my property?

  • A multiple dwelling or dual occupancy premises = 1 dog
  • Property < 450m2  = 1 dog
  • Property > 450m2  = 2 dog
  • If you wish to have more dogs, you can apply for an excess permit

Cat registration

Why should I register my cat?

  • To assist us in returning your cat to you if it becomes lost.

I have just moved to Cairns from another Council area, do I still need to register my cat with Cairns Regional Council?

  • Yes, you are required to register your cat within 14 days of coming into Cairns Regional Council's area.
  • You should contact your previous Council to advise your cat is no longer in their local government area.

What happens if I move to a different address after I register my cat?

  • You should notify Council within 7 days of any changes to your cat registration information supplied.

Can I make payments to Council without creating an account?

Yes. You can make payments without creating an account.

See the FAQs, "What tasks can I do online?" and "How can I be sure my online transactions and information are secure?" for more information

Do I have to register to submit a request for service or to report a problem?

No. You do not need to register to submit a request for service or to report a problem. Simply fill out the online form.

You will require a Logon Account to change your phone number or email address.

We are adding services to Council Online Service all the time. Some future services, such as registering an animal, will require a Logon Account.

Even if you are not using services that require a Full Logon, having a Logon Account means you can streamline your transactions as forms will self-populate with your recorded details. Your transaction history will also be recorded for future use.

Apply for a Logon Account

How can I be sure my online transactions and information are secure?

All online transactions and information comply to information security standards with 128-bit encryption and TLS 1.0. 

See Council's terms and conditions and our privacy statement for more information about the use of Online Self Service and your obligations.

What information is needed to make an online payment?

Rates

You will need to provide your Rates Assessment number, the amount you are paying and Credit Card details. Your Rates Assessment number can be found on your Rates Notice.

Water usage

You will need to provide your Water Bill Assessment number, the amount you are paying and Credit Card details. Your Water Bill Assessment number can be found on your Water Usage Notice.

Parking infringements

You will need to provide your Infringement Notice number and Credit Card details. Your Infringement Notice number can be found on your Infringement Notice. Council is unable to accept part payments for Infringement Notices. If you are facing difficulties in paying, please contact our Customer Service Centre on 07 4044 3044 or email council@cairns.qld.gov.au.

Other invoices

You will need your account number which is quoted on all invoices, statements and correspondence regarding your account. You will also be asked to input your surname, if the account is held in personal names, or the full company or association name.

Dog registration renewal

You will need your animal number which is quoted on the annual renewal application form.

What credit cards does Council accept?

Council accepts payments by Mastercard and Visa.

Can I make multiple payments in a single transaction?

We have a Shopping Cart payment option that allows customers to make multiple payments simply with a single transaction

The Shopping Cart allows you to pay any number of accounts, in any combination or order by adding accounts to your "Shopping Cart". 

When you are finished click on the PAY button and it is then that you enter your card details once to complete the payment of all selected accounts. 

Currently you can only pay "Other Invoices" one at a time. All other payment types can be combined through the Payment Cart.

How long will it take for my online transaction to be confirmed?

Online payments to Cairns Regional Council take a few seconds to process once you click "submit'. You will receive a confirmation message and receipt when your payment is complete.

Timing can vary depending on the speed of your internet connection.

How do I know my transaction has been successful?

Once you have entered in all your details and clicked "submit" your transaction will be processed and a receipt displayed. 

Please print a copy of this as your receipt contains information that may be necessary for any future queries.

I have paid the wrong amount, what do I do?

If you have completed your transaction and entered an incorrect amount, then:

Underpayments

Simply perform an additional transaction for the outstanding amount.

Overpayments:

Please contact the Customer Service Centre 1300 69 22 47 to discuss suitable arrangements.  Have your receipt handy. Your receipt is presented to you on screen when your payment was accepted.

To request a refund of a payment made via Council's online facility, submit the Rates and Water Usage Refund / Transfer Request form  ( PDF, 0.13 MB ) and provide proof of your payment.

How do I request a refund?

To request a refund of a payment made via Council's online facility, submit the Rates and Water Usage Refund / Transfer Request form ( PDF, 0.13 MB ) and provide proof of your payment.

Payment questions or feedback

If you experience a problem with your payment that hasn't been discussed in this FAQ page or have feedback about our payment web site, please contact our Customer Service Centre on 1300 69 22 47 or email council@cairns.qld.gov.au.