Services Available	Registered User	Unregistered User
Request Property Certificates	ü	r
Update Your Contact Details	ü	r
Submit an Application	ü	r
Request for Information (GIPA)	ü	r
View and Pay Your Accounts	ü	r
Log and Track Service Requests	ü	r
Make any Payment	ü	ü
Application Enquiry	ü	ü
Development Enquiry	ü	ü
Submit a Service Request	ü	ü
Browse Library Catalogue	ü	ü

Go to the Councils Online Services page at http://portal.councilsonline.com.au/hornsby and select any of the items from the left for access to services that do not require a registration. To access the full range of services available you will need to be a registered user. If you are a registered user simply login using your ID and password.

How do I register?

From the Councils Online Services page http://portal.councilsonline.com.au/hornsby click on the Register Here link in the New Customer Registration box and complete the details. If you include your CRN (Customer Reference Number), you should receive an email advising you of your User Id and Password which will enable you to start using the services immediately. If you do not enter your CRN, your registration may take up to one (1) business day to complete.

Please Note: If in doubt of your CRN, leave this field blank.

Email for company registration

We recommend that when you are registering on behalf of a company that you use a generic email address (ie. enquries@mycompany.com.au) as all electronic communications are sent to this email address. This will ensure that if staff leave or are unavailable that emails are able to be accessed by other staff.

What can I do if I don’t receive the email for my login and password?

If you don’t receive the email with your login details, please check you “junk” or “spam” folder in your email. The sender will be “Oracle Workflow Mailer [Hornsby]”.

If you still haven’t received, please email eportal@hornsby.nsw.gov.au.

How do I know what my CRN is?

You will find the CRN in the box on the top right of your rate notice, instalment notice, invoice or statement.

If you are not the FIRST name on the notice, please do not enter a CRN when you are registering.

The CRN relates to a person not an account.

How do I change my password?

Once you have logged into Councils Online Services using your User Id and password (emailed to you at registration), an option of Change Password will be available at the top right corner of the page. Click on this link and you will be presented with a screen to enter your current password, your new password and confirm your new password. Click on OK and your password will be changed.

What are the rules for passwords?

Your Councils Online Services passwords must contain at be at least 5 characters in length and must contain at least 1 numeric character.

How do I reset a lost/forgotten password?

If you have lost or forgotten your password, select Lost/Reset Password from the Login Section of the home page. You will be presented with a window to enter your Userid and the email address you originally registered with. An email will be sent to this address with a new password.

If you don’t know your Userid, select the Forgot Userid option from this window and complete the details. If the details you enter exactly match those on our record an email with your Userid and password will be sent to the email address.

Service Status

To check the status of any of the online services, visit http://hsconline.hornsby.nsw.gov.au

I enter my login details and select Login and nothing happens!

This issue is commonly caused by the Privacy level set in Internet Explorer.

The privacy level needs to be set to Medium High or lower. If your privacy level is High you will need to add councilsonline.com.au as a Managed Web site via the Sites button.

The privacy levels are set within Microsoft Internet Explorer by selecting:

Tools >> Internet Options >> Privacy tab

I click on a link and nothing happens!

This issue is commonly caused by a “Popup Blocker” being enabled on your PC.

To turn off the Popup blocker in Microsoft Internet Explorer 6, click Tools, Popup Blocker, then select Turn off Popup Blocker (or Click Tools, Internet Options and select the Privacy tab where you can uncheck the Popup Blocker). Alternatively, you may wish to review your Popup Blocker settings before turning off Popup Blocker.

Internet security programs may also contain Popup Blockers. Please refer to your user manual.

Who do I contact if there is a problem with the site?

Email eportal@hornsby.nsw.gov.au for any issues you encounter. Please note that currently this is only monitored during business hours (8.30am – 5.00pm, Monday to Friday)

How can I advise Council of a change in my address, phone number or other contact details?

Only registered users are able to change their contact details online. Once you have logged on, select the Update My Contact Details option and you will be presented with the details we currently have recorded for you. Complete the changes required. Please ensure you indicate if you wish all your contact points with Council to be updated with these new details and if not, identify the property the change is related to.

Can I change my name?

Council can change your name on their records only with acceptable proof. Acceptable proof includes a copy of your marriage certificate, deed poll or change of name certificate certified by an authorised person (ie. Justice of the Peace). You may also present the original document to Council for sighting.

Land Information Online

What is Land Information Online?

Land Information Online is part of the overall Councils Online Services provided by Hornsby Shire Council. This component provides the ability for customers to request a property, planning or rates certificate, lodge a application for tree pruning or removal, request information under the GIPA Act, pay your outstanding accounts and request a change of your contact details.

What should I do if the red error banner displays on the screen?

The red error banner indicates that there is a disruption in communications. Click the back button and go through the step again. If it is a temporary disruption, this should fix it. If the error banner displays again, email eportal@hornsby.nsw.gov.au.

What payment options are available?

Currently the only option for payments is via credit card (Mastercard or Visa) for Councils Online Services

Alternative payment options will differ depending on the type of account you are paying.

Payment methods for rates are described on the back of your rate or instalment notice.

Can I pay by debit card?

The only debit cards you can use for payments on the internet are Visa or Mastercard Debit Cards. You cannot use you regular financial institution debit card unless it displays either the Mastercard or Visa symbol.

Is there a minimum payment amount?

Yes, there is a minimum payment amount of $1.00

What should I do if there is a problem with payments?

Land Information Online does not submit your request until a payment has been made by debiting your credit card account. It is important to record all the details, such as the payment ID, amount, date and the request ID (if applicable) to check your accounts at a later date or alternative, use the print function of your internet browser to print a copy.

If there is a problem with a credit card payment, check that you have credit available on the account or the card has not expired and have entered all details correctly.

Can I make a payment for someone else?

Yes, you can make a payment on behalf of someone else by using the Make any Payment option from the left group of options on the Councils Online Services page. You will need to know the exact account number to enable you to make the payment.

Can I view the details of my rates?

As a registered user, you will be able view the details of your current and previous rate notices. You will only be able to view the details of rate accounts that you are the registered owner. If your name does not appear on the rate notice you will not be able to view the details. If you feel there is an error in the ownership records, please contact the Rates Section immediately on 9847 6777

Can I view the status of applications and requests I have submitted online?

As a registered user, you will be able view the status of your current and previous applications or requests that you have submitted online.

· Log on as the registered user who submitted the application/request.

· Select the option you used to submit the request. Ie. Submit an Application, Request Planning, Property or Rates Certificates, Request for Information (GIPA).

· On the page you will see a heading for Enquiry with a link to the enquiry option.

· Select the search by criteria from the list and click on Search

· You will be presented with list of submissions showing some basic information as well as the status.

The statuses are:

Tree Removal/Pruning Applications

Council Process Step	Customer Status
Online Tree Removal/Pruning Request lodged but no action by Council as yet	Lodged
Application is being assessed	Under Assessment
Application assessment is completed	Completed
Application Refused	Refused
Application Withdrawn	Withdrawn
Application Cancelled	Cancelled

Requests for Information under the GIPA Act:

Council Process Step	Customer Status
Online GIPA Request lodged but no action by Council as yet	Lodged
Request is being investigated and/or information being collated	Under Assessment
Request Completed	Completed
Request Refused	Refused
Request Withdrawn	Withdrawn
Request Cancelled	Cancelled

Planning, Property or Rates Certificates

Council Process Step	Customer Status
Online Certificate request submitted but no action by Council as yet	Lodged but not processed
Generated or Draft Printed for Checking	Lodged and Processing
Certificate Finalised and emailed to customer	Lodged and Processed
Past expiry date	Expired

What is the correct format for entering an account number?

For Application payments, you will need your application payment reference. Your payment reference can be found at the top of most correspondence from Council in relation to your application and will be similar to DEV/275/2004///DA.

For Debtors payments, you will need your debtor number and optionally your invoice number. These numbers can be found on either your Tax Invoice or Statement/Tax Invoice. If your debtor number is printed as 0456123 8 you will enter as printed omitting the space. Ie. 04561238 should be entered.

For Licence payments, you will need your licence/permit payment reference. Your payment reference can be found at the top of most correspondence from Council in relation to your licence/permit and will be similar to HEALTH/275/2005///FOOD.

For Rate payments, your assessment number is required for payment. This number is found at the top right of any rate or instalment notice. If your assessment number is printed as 0123456-7 you will enter the number as displayed without the ‘-‘. Ie. 01234567 should be entered.

What is the security code when I enter my credit card details?

Flip your card over and look at the signature box. You should see either the entire 16-digit credit card number or just the last four digits followed by a special 3-digit code. This 3-digit code is your Card Security Code.

Can I receive my Rate or Instalment Notices by email?

If you wish to receive your rate or instalment notices by email you need to register for this service separately to Councils Online Services.

To register go to https://securdocs.securitymail.com.au/hornsbycouncil/ and follow the instructions.

Service Requests Online

What is Service Requests Online?

Service Requests Online is the web version of Council’s Customer Relationship Management (CRM) software system. Customers can request information or a service during and outside business hours using the Internet.

Online requests are logged automatically into Council’s Customer Request system for Council officers to action during business hours. A reference number which uniquely identifies each request is generated immediately a request is submitted. As the request is investigated or actioned, the status of the request will change (eg from "Open" to "In Planning" to "Closed"). These status changes can be viewed online. Alternatively, you can phone on 9847 6666 or email Council on hsc@hornsby.nsw.gov.au and quote the reference number. A staff member can follow your request up for you. Service Requests Online may be used to register requests for (or ask for information about) any Council service.

What is not a Service Request?

Please note that Service Requests Online is not used to pay rates, apply for certificates, submit development applications, or apply for jobs with Council. These services are (or will be soon) managed component of Councils Online Services.

Please note that complaints in relation to a staff member or elected member should not be submitted via a service request. These must be submitted in writing addressed to the General Manager.

What do I do if it is an emergency after hours?

Service Requests Online is not monitored outside normal business hours (8.30am – 5.00pm, Monday to Friday). Do not use Service Requests Online to report emergencies. Please phone Council's after hours emergency phone number, 9847 6666 to report any urgent problem for prompt action.

How can I contact the Council about an issue using the Service Requests Online?

Once you have registered and have a User Id and password, you may use Service Requests Online to request information, request a service or to report a problem to Council. Service Requests Online is Council’s internet service request system. After logging into Service Requests Online, select the New Service Request Tab to start logging your Request, or click on the User Guide Tab for detailed help.

Can I use the Web for urgent complaints, issues, or emergencies?

Urgent requests should not be submitted via Service Requests Online as this is not monitored outside normal business hours (8.30am – 5.00pm, Monday to Friday). You should ring 9847 6666 to report the issues or if after hours, you will be connected to the after hours service.

What is the difference between logging a request as a registered user?

If you log in as a registered user and then submit a service request, you will be able to view and track all your requests by clicking on the View/Update Service Requests tab. If you log a request as an unregistered user, you will not be able to track the progress of the request.

Can a copy of my request be emailed to me?

Once you have submitted your request, a button to ‘Email This to Me’ will be available at the bottom of the screen. Click on this button and an email will be sent to you in a short period of time. Please note that this is the only time you will be able to request this. Once you have closed or changed screens the option is no longer available.

If you have logged the request as an unregistered user, you will be prompted to enter and email address, otherwise the email will be sent to the email address we currently have recorded for you

How can I see my requests or issues over the Web?

If you are a registered customer, Service Requests Online has a View/Update Service Requests Tab where you can see all your Requests (including those a Council staff member has entered on your behalf). After logging into Councils Online Services, click on Log and Track Service Request and select the View/Update Service Requests. Refer to the User Guide Tab for detailed help.

Can anyone else see requests, complaints or problems that I log over the Web?

No. Customers can only view their own service requests.

What if I want to log multiple issues using the Web?

You will need to complete a separate request for each issue. Once you have completed the first request, click on the New Service Request Tab to start the next.

How can I tell what is happening with my request?

If you are a registered user, you are able to view status of your request. The status will change as Council officers work on resolving it. Progress can be viewed by clicking on the View/Update Service Requests Tab. Statuses are explained in the User Guide. Alternatively, Council staff can explain what is happening to the request. Please quote the request reference number if possible.

If you have submitted the request without logging into Councils Online Services (unregistered user), you will need to contact Council during normal business hours to be provided with an update of your request.

Can I add more information to my request?

You can add a note or attachment to any Service Requests Online Request, either when you log it initially or later as long as the request has not been closed. You will need to be a registered user to be able to update the request after submitting. After logging into Service Requests Online, click on the User Guide Tab for detailed help.

If your request has been closed, please do not add additional information as this will not be monitored.

Can I cancel my request?

If you have submitted the request as a registered user, you can cancel one of your requests by changing its status from the View/Update Service Requests tab. Simply select the status of Cancelled via Web and click on the Update button at the bottom of the page.

Jobs @ Hornsby (Coming Soon)

Why do I get an error message "you have entered incorrect login information" when I try to login?

You will receive this message if you have not yet registered in Jobs @ Hornsby or have entered an incorrect password. To register, select "Register" from the tab on the right hand side of the screen.

I have registered but I am now being asked for my username, what is it?

Your user name is your e-mail address

Can I apply for more than one vacancy in Jobs @ Hornsby Online?

Yes. You can apply for more than one vacancy

Are my personal details recorded?

Yes. Once you have registered, you have the ability to maintain your personal information required when applying for a position. This is not mandatory at registration, but if you apply for a position, you will be required to complete these details. Once you have completed the details for the first time, they will be retained on your registration record and will be auto populated when you next apply for a job.

Can I update my registration details?

Yes. These details are all maintainable by you simply by selecting the My Account option and selecting the Personal Information tab.

Further Information

Couldn’t find the answer!

Email your question to us at eportal@hornsby.nsw.gov.au and we will respond to you, and if appropriate, add to our list.

Privacy and Access to Information

Any personal information you provide to Council will be handled in accordance with the provisions of the NSW Privacy and Personal Information Protection Act (PPIPA) 1998 and will be used only for the purpose for which it was collected. Council is also required to manage any requests for access to information held by it in accordance with the Government Information (Public Access) Act (GIPA Act) 2009, and certain information you provide to Council may become publicly available.