Frequently Asked Questions
- Automated invoicing, payment collection, refunds, and bond processing
- Reduced manual steps and errors
- Real-time booking information for customers and committees
- Increased visibility online and greater community use of facilities
- Clear pricing and service details upfront.
Why is Council introducing an online booking system?
Council manages 36 community facilities, including 18 halls and 17 sporting venues, each with different booking and payment processes. These inconsistent methods create duplication, errors and compliance risks. An online system will streamline processes, improve transparency and ensure governance standards are met.
What benefits will the new system provide?
How will this improve the customer experience?
Customers can book anytime, anywhere, view real-time availability, and easily reschedule or cancel bookings online. They will also see clear pricing and service details before confirming.
Will phone bookings still be available?
Yes. Phone bookings will continue to be available for community halls. Sportsgrounds will remain online only, as phone bookings are not currently available.
What does this mean for committees?
Committees will have access to up-to-date booking schedules, improving transparency and planning. They can still contact hirers, maintain relationship, and focus on hall activation and community events. The system removes administrative duplication, not community engagement.
Will committees lose control over their facilities?
No. Committees remain responsible for community engagement and activation. The system simply removes duplicated administrative tasks and ensures compliance.
How will cancellations and refunds be managed?
The system will process cancellations and refunds accurately and promptly, reducing delays and customer dissatisfaction.
Does this align with Council guidelines?
Yes. The system ensures compliance with governance and financial standards, eliminating risks associated with cash handling and inconsistent processes.
Is the system inclusive?
Yes. The system is designed to be inclusive. For community halls, alternative arrangements will be available for people who are not comfortable using online systems or do not have a debit card. Sportsground bookings will continue to be made online only, consistent with current practice.
Is the system secure?
Yes. The platform uses secure payment gateways and complies with industry standards for data protection and privacy.
When will the new system be available?
Implementation is a priority project in Council’s 2025–29 Delivery Plan. Rollout will occur progressively across facilities during 2025–26.
Will training or support be provided?
Yes. Council will provide training and resources for committees and staff, as well as user guides and help options for customers.
How is Council working with committees?
Council has been consulting with committees since June 2025 and will continue to collaborate throughout implementation to ensure a smooth transition.
How will Council support users who aren’t tech-savvy?
Council understands that not everyone is comfortable using online systems. Alternative options will remain available, including phone bookings and in-person assistance where needed. We will also provide step-by-step guides, FAQs, and support through Council staff to help users navigate the system.
Will there be costs for committees or users?
No additional costs will be introduced for committees or users as part of this change. User fees are listed in councils' fees and charges.
What happens if the system is down?
If the system experiences downtime, Council will have contingency processes in place to ensure bookings can still be managed. This includes manual entry by staff and phone support for customers. Any disruptions will be communicated promptly through Council’s website and social media channels.