Online Self Service FAQ

You can do the following transactions online at a time 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 (dog/cat) registration
• Cancel an existing animal registration
• Apply for a Parking permit - Business, Commercial, Residential or TPI
• Submit a Development Application
• View Development Applications

Council accepts payments by Visa, Mastercard and American Expres. Credit card payments are processed through the secure, PCIDSS- compliant BPoint platform. As part of the payment process, you will be directed to a BPoint page to enter your credit card details.

The Payment Card Industry Data Security Standard (PCIDSS) is an information security standard used to handle credit cards from major card brands. The standard is administered by the Payment Card Industry Security Standards Council, and its use is mandated by the card brands. It was created to better control cardholder data and reduce credit card fraud.

Online payments take a few seconds to process once you click "submit'. You will receive a confirmation message and receipt when your payment is complete. We recommend you print a copy of your receipt for any future queries.

All online transactions and information made via our eServices platform comply to information security standards with 256-bit encryption and TLS 1.1.

Rates

• Rates Assessment number (listed on your Rates Notice)
• amount you are paying
• credit card details

Water usage

• Water Bill Assessment number (listed on your Water Usage Notice)
• amount you are paying
• Credit Card details

Parking infringements

• Infringement Notice number (listed on your Infringement Notice)
• credit card details
• Note: Council is unable to accept part payments for Infringement Notices. If you are facing difficulties in paying, please contact our Customer Service Centre on 1300 69 22 47 or email council@cairns.qld.gov.au.

Other invoices

• account number (as quoted on all invoices, statements and correspondence regarding your account).
• surname, if the account is held in personal names, or the full company or association name.
• credit card details

Dog registration renewal

• animal number (listed on the annual renewal application form)
• credit card details

Use the Shopping Cart to make multiple payments simply with a single transaction (except for “Other invoices” which can only be paid one at a time).

You can pay any number of accounts, in any combination or order by adding accounts to your cart. When you are finished. click on the PAY button and enter your credit card details once to pay all of the selected accounts.

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

• Underpayments - simply perform an additional transaction for the outstanding amount.
• Overpayments -  contact Customer Service on 1300 69 22 47 to discuss suitable arrangements.  Have your receipt handy.

Refunds for rates and water payments are only possible where the account is in credit or the monies were not intended for payment to Council e.g. incorrect biller code.

To request a refund, submit the Rates and Water Usage Refund / Transfer Request form ( PDF, 0.45 MB ) and provide proof of your payment.

Some business-related services require a log-on account for identification and security reasons. By setting up a log-on account, you can streamline your business transactions as forms will self-populate with your recorded details. You can also see your transaction history.

Note: if you deal with Council under multiple business names, you will need to create a separate log-on account for each.

To set up your log-on account for your business:

1. Complete the online application for a new Log-on Account.
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 Log-on Account.
4. You will receive a unique username and password giving you full access to Council's Online Self Service.