A state of the art multi channel contact centre answers the majority of telephone calls and emails to Dumfries and Galloway Council.

The staff in the contact centre are trained to handle the following services:

• Main Council number 030 33 33 3000, staff are trained to deal with enquiries where possible at the first point of contact so you don't always have to be transferred to another department
• National Entitlement card enquiries
• Council Tax
• Benefits
• FIAT
• Scottish Welfare Fund
• All emails and enquiries from the Council website
• Tellytalk - terminals available in the Ewart and Stranraer Libraries

All enquiries from the public are logged in our CRM (Customer Relationship Management) system which can be accessed by staff across Dumfries and Galloway Council.  For example, you could report a pothole to the contact centre by telephone, then visit a Customer Service Centre a few days later and they would be able to update you on the status of your pothole report.

The main Contact Centre is open from 8am until 6pm Monday to Friday, at all other times an Out of Hours service will be provided where Staff can deal with emergency queries such as: flooding, winter weather, potholes, faulty street lights, and repairs to Council buildings and other services.

Calls to 030 numbers cost no more than calls to 01 and 02 numbers and there is an advantage that 030 numbers are included in inclusive minutes and discount schemes.  People will still receive correspondence from the Council with specific numbers to call, but otherwise they should phone the 030 33 33 3000 number.