FAQs

FAQs

How do I contact the City’s Rates Team?

To get in contact with us phone (08) 9021 9600, or email us at rates@ckb.wa.gov.au or come and see us at our 2 locations the Customer Service Centre - Shop 8-10, 272 Hannan Street & the Administration Building - 577 Hannan Street, Kalgoorlie.

When will I receive my rates notice?
The City of Kalgoorlie-Boulder rates notices were mailed out in early August 2018.
If you have not received yours by this time, please contact the City’s Rates Team with your:
  1. Name,
  2. Contact details,
  3. Address of the property and;
  4. Your postal address
How are my rates calculated?
Rates are calculated by multiplying the gross rental value (GRV) by the rate-in-the dollar.

The GRV is an estimate of the rent a property could earn in a year. When property is vacant land, the GRV is calculated as 5% of the market price of the land.

The rate-in-the dollar is set by the City of Kalgoorlie-Boulder when the Council adopts the budget annually.

Landgate assigns gross rental values (GRVs) to each and every property. Therefore your GRV may be different from your neighbours’.
What is the GRV and what factors affect it?
The Gross Rental Value (GRV) is an annual rental value determined by the Valuer General.

It is calculated by analysing actual rental information assembled from statistics obtained from property managers, owners and other sources. This means that properties are rated on their income earning potential rather than their resale value.

The Valuer General revalues all properties within the metropolitan area once every four years. 2016/17 was a revaluation year.
 
Many variables affect the GRV of a property such as location, the number of bedrooms and bathrooms a property has, if the property has a pool and the age of the house.
What can I do if I disagree with the GRV for my property?
Under the Valuation of Land Act you have the right to object to the value that is used to determine your rates and taxes.

Prior to lodging a formal objection your property valuation can be discussed with a Landgate valuer by phoning (08) 9273 7373 or emailing vs@landgate.wa.gov.au. Many issues can be resolved without the need to lodge a formal objection.
Objections can be lodged with the Valuer General’s Office (not the City of Kalgoorlie-Boulder) by mail to PO Box 2222, Midland WA 6936 within 60 days of the issue of your rate notice. Click here to download the objection form or it is available from the quicklinks panel to the right of the screen.

Objections should be made in writing and must include: the full address of your property, the local government in which your property is located, the valuation to which the objection relates, and the detailed reasons and evidence in support of the grounds for objection. 
 
The completed objection form must be lodged within 60 days of the issue of your annual rate notice. Rates must be paid as assessed irrespective of whether you have lodged an objection. If the valuation is amended then a refund will be issued accordingly.
How is the rate-in-the-dollar calculated?
The rate-in-the-dollar is set by the City of Kalgoorlie-Boulder when the Council adopts the annual budget. This happens before the annual rate notices are issued, and will not change until the next year's budget.

Rates account for about 30% of the City's income, and the rate-in-the-dollar is based on the total level of income required for our services.
What is a minimum rate?
A local government is able to set a minimum amount payable for properties in its district, and most local governments apply a minimum payment.

The minimum rate ensures that all ratepayers make at least a minimal contribution to the cost of providing the services to the whole community.
What happens to my rates if I build a new house, add an addition or a pool?
When there are changes to your property that affect its valuation, the City receives advice of the new valuation and an effective date for that valuation from the Valuer General. It then issues an amended rate notice, called an interim rate notice.

Examples of where your valuation would be amended include:
  • a new building has been built
  • a pool has been installed
  • a new room has been added
  • a property has been demolished
  • an additional rubbish service requested
The City usually receives the interim valuations from the Valuer General within 1-2 months of the completion of the addition.
What is the pool inspection fee and why do I pay it?

State legislation requires private swimming pool enclosures to be inspected once every four years.

The City has an ongoing inspection and advisory program to ensure all pool security complies with the requirements of the Local Government Act 1995. The fee is split over four years and is $57.45 for the 2018/19 rating period.

It is your responsibility to advise the City if the pool has been removed from your property.

What is a refuse charge and why do I pay it?
The annual refuse charge funds the weekly emptying of the 240L green bin and the fortnightly 240L recycling bin service at your property. The refuse charge for 2018/19 year is $361.10

You can order an additional domestic refuse/ recycling service for $361.10 pro rata or an additional recycling service for $159.30 pro rata.

For further information please call (08) 9021 9600.
Why do I have to pay rates as I don’t use any of your facilities?
Every ratepayer uses one or more facilities provided by the Council. The moment you drive out of your property onto a road you are using a Council facility. If you live outside of the City and have a rental property, your tenant uses the Councils facilities.
How do I change my details?
Property owners have an obligation to ensure the City has the correct details on file. A change of details can only be accepted in writing, this can be done for:
  • Change of address and contact details
  • Change of ownership
  • Change of name 
Via the online form
Via email to mailbag@ckb.wa.gov.au
Via fax (08) 9021 6113
In writing to PO Box 2042, BOULDER, WA 6432
What payment options do you offer?

The City offers an extensive list of payment methods ranging from electronic methods including Bpay, direct debit, internet and phone payments as well as paying in person at the Post Office, Administration Office or Customer Service Office.

Direct Debit payments can be made in a full payment, by the instalment options or weekly, fortnightly or monthly from an Australian bank account. There is an annual administration fee of $37.50 and late payment interest will continue to accrue until the rates are paid in full.

Click here to download the direct debit application form or it is available from the quicklinks panel to the right of the screen.

Any amendments or cancellations to a direct debit deduction must be done in writing.

Is there a cost for replacement Rate Notices?

Yes. Please retain your notice for tax purposes and refinancing as copies of rates notices will cost $16.10 per notice printed or $5.50 per notice emailed.

Is there a translation and interpreter service available?
Yes. If you require an interpreter, please call the TIS National on 131 450 and ask them to telephone the City of Kalgoorlie-Boulder on (08) 9021 9600. Our business hours are 8.30am to 4.30pm Monday to Friday.

If you are deaf, or have a hearing impairment or speech impairment, contact us through National Relay Service ww.relayservice.gov.au.
TTY users: phone 133 677 then ask for (08) 9021 9600, Speak & Listen users: phone 1300 55 727 then ask for (08) 90219600.
 
Why am I levied a sewerage rate on my annual rates notice?
The City owns and maintains the sewerage infrastructure in the townsite. The revenue collected from sewerage rates contributes to the cost of providing, maintaining, treatment and the disposal of effluent and bio-solids waste. The City's South Boulder Waste Water Treatment Facility treats wastewater from the local sewer system and produces an effluent that is used for watering the City’s parks and gardens. It also supplies effluent water to government and private organisations, including the mining industry, to minimise the demand on the Goldfields and Agricultural Water Pipeline Scheme.
Why do I pay sewerage rates if my property is not connected to the sewer system?
The City will charge sewerage rates to the owner of land (including vacant land) where wastewater services are available for connection, even though the owner chooses not to connect.
Why is my property charged a utility service fee instead of a sewerage rate?
The Utility Service Charges are a pan charge imposed by the City pursuant to section 106 of Health (Miscellaneous Provisions) Act 1911 (“the Act”).
 
If your property is holding a rates exemption status (under section 6.26 of the Local Government Act 1995) and is connected to the City’s sewer system, a utility service fee (per unit) is charged in lieu of a sewerage rate. The utility unit/s may include water closets, pedestals, slophoppers/cleaners sinks and URC. 
 
Rate exemption pursuant to s 6.26 of the Local Government Act 1995 does not exempt the charges payable pursuant to section 106 of the Act. Where imposed by a local government, the pan charges are payable in respect of every house or place provided with the service for proper disposal of sewage.
 
The revenue collected from utility charges contributes to the cost of providing, maintaining, treatment and the disposal of effluent and bio-solids waste. Our South Boulder Waste Water Treatment Facility treats wastewater from our local sewer system and produces an effluent that is used for watering the City’s parks and gardens. It also supplies effluent water to government and private organisations, including the mining industry, to minimise the demand on the Goldfields and Agricultural Water Pipeline Scheme including the mining industry, to minimise the demand on the Goldfields and Agricultural Water Pipeline Scheme.
 
The 2018/19 utility service charges (per unit):
  • Pedestals - $392.70,
  • Water Closets - $392.70,
  • Slophoppers/Cleaners Sinks - $392.70
  • U.R.C - $392.70
If I have compliant how do I lodge it and what is the City’s resolution process?

Our service commitment is;

  • If you would like to lodge a complaint, we encourage you to contact us directly to enable a quick and effective resolution free of charge. Your complaint will be investigated objectively, equitably and in an unbiased manner.

  • Our complaints handling process and complaints form  is available on our website www.ckb.wa.gov.au. The Complaints Handling Policy and Customer Complaint Form is available to download from the quicklinks panel on this page.

  • Complaints will be handled in accordance with the Australian Standard on Complaints Handling. If your complaint relates to water services (i.e. sewerage or utility charges) it will also be handled in conjunction with the Water Services Code of Conduct (Customer Service Standards) 2018.

  • We will investigate and attempt to resolve all complaints within 15 business days of you contacting us, but will keep you updated on the progress along the way and if it will take longer. If you aren’t satisfied with the final response from the City you can take your complaint to the Ombudsman.

1. The agency for Local Government issues is the Ombudsman Western Australia

The Ombudsman Western Australia contact details are:
PO Box Z5386
St Georges Terrace, Perth WA 6831
Ph: 08 9220 7555
Freecall: 1800 117 000
Fax: 9220 7500
National Relay Service.
TTY 133 677              TTY or modem users phone 133 677 and quote 08 9220 7555 
Voice-only (speak and listen) users phone 1300 555 727 and quote 08 9220 7555
SMS Relay text 0423 677 767 and quote 08 9220 7555
To make an Internet Relay Call click on link and quote 08 9220 7555
Translating and Interpreting Service
 (TIS) 131 450          A telephone interpreter service is available on request. It is suggested that complainants who do not speak English use a representative from the Department of Immigration and Citizen’s approved Translating and Interpreting Services (TIS) National which is available 24 hours a day, seven days a week for any person or organisation in Australia requiring interpreting services.
Email: mail@ombudsman.wa.gov.au
Website: www.ombudsman.wa.gov.au

2. The agency for water services issues is the Energy and Water Ombudsman

The Energy and Water Ombudsman will investigate the complaint and may mediate the dispute between you and us. 
The Energy and Water Ombudsman’s contact details are:
PO Box Z5386
St Georges Terrace, Perth WA 6831
Phone: 08 9220 7588
Freecall: 1800 754 004
Fax: 9220 7599          Freefax:  1800 611 279
National Relay Service.
TTY 133 677              TTY or modem users phone 133 677 and quote 08 9220 7588 
Voice-only (speak and listen) users phone 1300 555 727 and quote 08 9220 7588
SMS Relay text 0423 677 767 and quote 08 9220 7588
To make a Internet Relay Call click on link and quote 08 9220 7588
Translating and Interpreting Service
 (TIS) 131 450          A telephone interpreter service is available on request. It is suggested that complainants who do not speak English use a representative from the Department of Immigration and Citizen’s approved Translating and Interpreting Services (TIS) National which is available 24 hours a day, seven days a week for any person or organisation in Australia requiring interpreting services.
Email: energyandwater@ombudsman.wa.gov.au
Website: www.ombudsman.wa.gov.au/energyandwater.

Please make sure you have lodged your complaint, and have been provided with a response from the City before you contact the Ombudsman.

If your complaint is about a property record, such as the classification of your property, and you are not satisfied with our decision, you may notify us that you would like the matter referred to the State Administrative Tribunal for review. 

If I wish to access information relating to my rates account, what services are provided?
The City will provide a ratepayer with the following information on request and at no charge.
  1. services for account, payment and general enquiries for use by customers with hearing or speech impairment;
  2. services for account, payment and general enquiries for use by ratepayers
  3. interpreter services for account, payment and general enquiries;
  4. a large-print version of any of the licensee’s publicly available documents; email mailbag@ckb.wa.gov.au .
  5. Rating information pertaining to the Rates Book.