Every year, councils across New Zealand send thousands of rates instalment notices and every year, a portion of those payments arrive late. Not because ratepayers don’t intend to pay, but because the reminder simply didn’t land at the right time.
Email does a lot of the heavy lifting in council communications. It’s cost-effective, fast, and familiar. But it has a real weakness: inboxes are noisy. A rates notice sent on a Tuesday morning can be buried under work emails, newsletters, and spam filters before a ratepayer even sees it. By the time they do, if they do, the due date may have already passed.
The fix isn’t complicated. It’s SMS.
The case for adding SMS
SMS has a near-instant open rate. Messages typically land within seconds and are read within minutes. Unlike email, there’s no spam filter to clear, no inbox to compete with, and no login required. A well-timed text message cuts through in a way that email simply can’t.
Importantly, SMS isn’t a replacement for email. It’s a complement to it. The rates notice with full details still goes out by email or post. SMS acts as the nudge that makes sure it gets noticed and acted on.
A ratepayer who misses their payment date isn’t necessarily negligent. They may just need a timely reminder. SMS closes that gap without adding complexity to existing workflows.
What a multi-channel rates journey looks like
Here’s a practical example of how SMS can slot into an existing communication process at key moments in the rates cycle:
Step 1: Rates notice sent (Email)
The rates instalment notice is delivered via email, with full details and payment options.
Step 2: Follow-up for unopened email (SMS)
If the email is not opened, an SMS reminder is sent: “From [Council Name]: We recently sent your rates instalment, due on [date]. Please check your invoice for details.”
Step 3: Upcoming due date reminder (SMS)
A reminder is sent shortly before the due date: “From [Council Name]: Reminder that your rates instalment is due on [date]. Please check your invoice to avoid penalty.”
Step 4: Overdue notice (Email)
If payment is not received, an overdue notice is sent via email with full details and next steps.
Step 5: Overdue reminder (SMS)
An SMS follow-up reinforces the message: “From [Council Name]: Your rates instalment was due on [date]. Please check your invoice for payment options or contact us for assistance.”
Each message reinforces what’s already been communicated. It doesn’t add new information or create confusion. It simply ensures the ratepayer has every chance to act before things escalate.
The benefits go beyond payment rates
Fewer missed payments means fewer overdue notices, fewer penalty conversations, and less manual follow-up for your team. During peak instalment periods, that reduction in inbound enquiries can make a meaningful difference to operational workload.
There is also a community trust angle. Consistent, clear communication delivered through channels people actually use signals that a council is working with ratepayers, not just at them. A well-timed SMS reminder feels helpful, not intrusive.
Implementation doesn’t have to be complex
The most common concern councils raise is integration complexity. In practice, adding SMS to an existing email-based workflow is typically straightforward. The key elements are connecting your customer data to enable message triggers, defining when messages send (unopened email, approaching due date, overdue status), and ensuring delivery runs through secure, compliant workflows.
Working with a single communications partner who manages print, email, and SMS means consistent processes across every channel and less coordination overhead for your team.
Want to explore this further?
We’ve put together a detailed white paper covering the full implementation approach, messaging framework, compliance considerations, and pricing for councils considering SMS as part of their rates communications.