Report issues to council in a SNAP with Snap Send Solve
Oh snap! You’re out and about and you’ve spotted something broken or out of place. You’d like to let someone at council know but you’re in a hurry and don’t know which number to call. What do you do?
There are several ways you can Contact Council to notify us of issues you see around the community including phoning, emailing, or coming in to speak to a Council Officer. However, the fastest, easiest, and most convenient way is through Snap Send Solve.
What is Snap Send Solve and how does it work?
Snap Send Solve is a FREE app that lets you quickly report the issues you see, anywhere in Australia. Typically, these reports can be completed in less than one minute. You can use Snap Send Solve to report issues to Ipswich City Council such as:
- graffiti
- illegally parked cars
- missed bins
- animal related issues
- potholes
- pavement problems
- damage to council equipment and facilities
- fallen trees and garden maintenance
- and more…
Snap Send Solve cleverly determines the location of the issue you are reporting by using your smartphone’s geolocation information.
Life gets busy so Snap Send Solve allows you to create reports at a time that’s convenient to you. Once submitted, our teams will begin investigating and resolving the issue as soon as possible, and keep you informed along the way.
 | To report issues using Snap Send Solve, scan this QR code to download the FREE app from the App Store or Google Play, or use the ‘Report an Issue’ quick-link feature on the right hand side of every page of this website. |
It’s never been so easy to contribute to the City of Ipswich looking and functioning at its best!
Snap Send Solve is part of Ipswich City Council’s Customer Experience Program of Work. Learn more
If you would like to learn more about Snap Send Solve, visit https://www.snapsendsolve.com/
FAQs
What happens once I submit my report?
Once you have submitted your report in Snap Send Solve, it will automatically update with an Ipswich City Council reference number acknowledging that the report has been received. From there, our Officers will begin investigating and resolving the issue as soon as possible. In most cases you will receive an email update from council when your report has been received, and again after it has been closed, along with status updates in the Snap Send Solve app.
After your report has been closed by our Officers, you will be issued with feedback surveys for you to complete.
How do I check on the status of my report, or follow up on a report?
You can quickly check the status of your report on the app by following these instructions:
- Tap History
- Navigate between your Active and Closed tabs to find the report you are interested in.
- Once you are looking at the full report, tap the arrow beside the name of the report to open a status update timeline.
Throughout the process you should also receive email notifications from Snap Send Solve and Ipswich City Council to notify you of status updates/changes.
If you do not receive these emails, open the app and tap Account. Then select Notifications and check under the heading, Progress Updates, that Email is toggled ‘on’.
To follow up on a report, you can contact council and recite your Council Reference Number.
Visit the Contact Council page to find the most suitable method for you.
What if I need to report something that is dangerous or urgent?
Council considers dangerous or urgent issues to be those that are an immediate risk to public safety, i.e. an aggressive dog on the loose, an uncovered manhole, broken glass in a park, a large pothole etc.
Council takes all reported issues seriously and aims to action them as quickly as possible. We thank you for notifying council about dangerous or urgent issues so that they can be triaged first to avoid risks to public safety.
If you need to report a dangerous or urgent issue, we recommend phoning through to council on (07) 3810 6666 (available 24/7).
If you report an issue in Snap Send Solve that is dangerous or urgent, the app will encourage you to call council instead on (07) 3810 6666 (available 24/7). If phoning council is not a possibility for you, you can skip this step and continue in Snap Send Solve by clicking, Send the report without calling.
What can or can’t be reported in Snap Send Solve?
You can report many issues using Snap Send Solve, including issues that are not Ipswich City Council’s responsibility. Based on the information you provide; the app can determine which authority needs to be notified.
For your convenience, Ipswich City Council has included the topmost reported issues and requested services as selection options. If you still can’t find exactly what you are looking for amongst the options, send council an email so that we can consider its inclusion in the next update. In the meantime, please Contact Council, to report the issue at hand.
If you report an issue in Snap Send Solve that is dangerous or urgent, the app will encourage you to call council instead on (07) 3810 6666 (available 24/7). If phoning council is not a possibility for you, you can skip this step and continue in Snap Send Solve by clicking, Send the report without calling.
What if I don’t know where the report needs to go?
That’s ok, the app will help you navigate your issue to where it needs to go.
When you create your report in Snap Send Solve you will be asked to select the most applicable Incident Type from this list of options:
- Abandoned Trolleys
- Animals and Pests
- Community
- Gas
- Graffiti and Vandalism
- Noise and Pollution
- Parking and Cars
- Parks and Council Facilities
- Pavement and Footpath
- Pit and Equipment
- Power
- Public Transport
- Roads and Signage
- Rubbish and Bins
- Trees
- Water and Sewer
Under each incident within these categories, the app will let you know which authority will receive the report you're making. Based on your response you will then be required to provide a few more details before confirming your report and pressing, Send. Your report will then be automatically directed to the best team to respond to your report and action it as soon as possible.
Who can use Snap Send Solve to create reports?
Everyone, although in some cases you may be asked if you are over 18 years of age before it will allow you to submit the report.
Can I remain anonymous while reporting?
To use Snap Send Solve, you will be required to provide your contact information, including your name, email address and phone number. Council values your privacy, and it will be kept confidential in accordance with Council’s obligations under the Information Privacy Act 2009.
If you wish to remain anonymous, please consider using another method to report the matter. Council will accept and record your request; however, some types of complaints and service requests require your contact information to gather further information and commence investigation. In some instances, without your contact details, our Officers may be unable to properly investigate and will have to cease your request.
What happens to my personal information once I submit my report?
Your right to privacy is important to us and is kept confidential in accordance with council’s obligations under the Information Privacy Act 2009. For information about how we collect, use, and store your personal information, please see council’s Privacy Statement.
For information about Snap Send Solve collects, uses, and stores your personal information, please Snap Send Solve’s Privacy Policy.
How can I give feedback?
After your report has been closed by our Officers, you will be issued with feedback surveys for you to complete. We love to hear your feedback, both good and bad, so please let us know how we did. You can also provide feedback through the Snap Send Solve app once your request has been closed.
Visit the Customer Feedback Information page to learn more about customer feedback, including how to make a formal complaint to the Complaints Management Unit (CMU).
Can I use the Snap Send Solve app outside of the City of Ipswich?
Yes, the Snap Send Solve app can be used anywhere in Australia and New Zealand. Snap Send Solve cleverly determines the location of the issue you are reporting by using your smartphone’s geolocation information.
Why am I getting emails from Snap Send Solve?
Throughout the process you should expect to receive email notifications from Snap Send Solve and Ipswich City Council to notify you of status updates/changes. However, you may also receive other emails from Snap Send Solve about app features, research, competitions, and promotions.
If you do not want to receive this type of email from Snap Send Solve, you can unsubscribe at any time by opening the app and tapping Account. Select Notifications and then check that Email is toggled ‘off’ under both headings: App Features & Research and What’s New.