Online Services Portal Help

MyPenrith - Online Services Registration

MyPenrith is the place to lodge Council requests, anytime and anywhere. The system connects your enquiry directly with the relevant Council department – that means your requests are actioned faster and are easy to track for you and us. Registering to use our online portal will give you many benefits, including a digital record of all your requests in one easy to access location.

To better protect your information, MyPenrith includes multi-factor authentication (MFA). This means you’ll be asked to enter a one-time code sent via SMS or a phone call when signing in, adding an extra layer of security beyond just your password.

To find out more, there is a MyPenrith Sign Up Guide PDF available for download.

You can also watch the video below for a step-by-step guide to registering with MyPenrith.

 

Haven’t signed in since 1 July 2025?

If you have not signed in since MyPenrith went live on 1 July 2025, you need to sign up for MyPenrith.

MyPenrith is a new identity platform with a new account database. If you had an Online Services Portal account from before 1 July 2025, you still need to sign up for a new MyPenrith account. If you sign up for MyPenrith using the same email address as your old account, the system will automatically link your data to the MyPenrith identity.

 

 

 Step 1: Go to my.penrith.city and select "Sign In".

 Step 2: Choose "Sign Up Now"

Step 3: Enter your email address.

• If you had an Online Services Portal account created before 1 July 2025, you can sign up to MyPenrith with the same email address to keep access to your data.
• Complete the captcha (the box labelled "Help us beat the bots") by entering the characters you see. You can instead choose an audio captcha where you will need to enter the words you hear spoken.
• Choose 'Send Verification Code'. This will send you an email with a code that you will need to enter in the next step. 

 Step 4: Log in to the email account you nominated in Step 3.

• Check your email for the verification code. You may need to wait 5 minutes, refresh and check your spam or junk folder.
• The email will come from 'Microsoft on behalf of MyPenrith'. Copy or note down the 6 digit code. 

 Step 5: Paste or enter the verification code from the email. Choose 'Verify Code'. 

 Step 6: Enter a password for your account. Your password must be between 8 and 64 characters long and must have three of the following:

• a lowercase letter
• an uppercase letter
• a digit
• a non-alphanumeric symbol (e.g. !?)

Enter your password again to confirm it. 

 Display name: Enter your given name and surname as your display name. 

Complete the remaining fields by entering your:

• Given name
• Mobile phone number
• Surname

Then select 'Create'. 

 

 Step 7: You will need to register for Multi-factor authentication. 

• Choose the country code for your mobile phone number. Enter the rest of your mobile number. For a number such as 0412345678, enter 412345678. 
• Choose 'Send Code' to receive a code via SMS OR choose 'Call Me' to receive an automated phone call. You will be prompted to press the hash key to verify.  

 

 Step 8: Check your phone for the verification SMS.

• The SMS will come from 'msverify'. Copy or note this code. The SMS will specify which site or service it is for. 

 Step 9: Enter the 6 digit code from the SMS. Choose 'Verify code'. 

 Your sign-up is complete!

You will be signed into and directed to the Online Services Portal. Signing in allows you to prefill your personal details, saving you time. It also allows you to view your current requests and any of your previous ones too.

The Waste Spot - Address Search Tips 

All requests in The Waste Spot require an address that has a valid bin service.  Each valid bin service is linked to a specific address that may be in a format different to those you, our customers, use.  If Council does have your address saved in a different format to how you refer to it, your search results when using The Waste Spot, will be impacted. We have a short list of tips to assist you in finding your address so you can complete your request easily. 

The tips will assist with searching for units, townhouses or properties that may have solidus (/), hyphen (-) or a letter as part of the number.

Please note: Addresses used in this example were picked at random from corner blocks or units to provide the best example of how to find your street address. 

Tips:

• Using backspace or delete, will remove all the characters typed
• 1/1 may be known as 1a 
• 2/1 may be known as 1b  
• 1/79 may be known as 79a 
• 2/79 may be known as 79b  
• 3/10 maybe known as 10c 
• 4/10 maybe known as 10d 

You may know the address as 2/2 however the address in Council’s official database is 2/2-4

Some granny flats are known only by the address of the main house

Corner blocks may be known by

Example 1:

Step1. First use the address as you know it – 1/2 Rance Road

Step 2. If it is not listed use the number before the street name only – 2 Rance Road

 

Step 3. If it is still not found remove all numbering – Rance Road

 

Example 2:

Step1. First use the address as you know it – 1/1 Barker Street

 

Step 2. If it is not listed use the number before the street name only

 

 

Step 3. If it is still not found replace the 1/ or the 2/ with and a or b respectively – 1a Barker 1b Barker street

 

Step 4. If it is still not found remove all numbering – Barker street

The Waste Spot - Bulky Waste Collection Tips

A request for a bulky waste collection can only be raised on the portal by ‘registered’ users. If you are not signed in, a message box will appear prompting you to do so. If a mandatory field marked with an * is not filled out, an error will occur.  

Step 1: When booking a bulky waste collection, you must be signed into your account.  

Please see ‘Sign In’ tips if you already have an account, or ‘Registration’ tips to create one. 

Step 2: Sign in at my.penrith.city 

Select ‘Raise a Request’  

Select ‘The Waste Spot’.

Step 3: Start from the top and fill in the form with your details.  

Select the small, downwards pointing arrow to select your ‘Request Type’ from the drop-down menu prior to completing other fields. 

Once ‘Request Type’ has been selected, ‘Service Type’ will automatically be selected (you do not need to do this yourself). 

Step 4: Enter your property address in the ‘Property Address’ field. Press the looking glass icon to search.  

Please note: Abbreviations such as st, rd, cct etc. will not provide accurate search results. Please type out the full word as required e.g. Street, road, circuit etc (see Address Search tips)

Please note: Council may have your address saved in a different format to how you know it. This is common for units or strata titled houses, e.g. 1/7 instead of 7a See address hints

Step 5: Once your address has been successfully selected, a pop-up box will appear, notifying you of your remaining number of bulky waste collections for this year.

Step 6: Please read all fields carefully and select those that are relevant to your collection.
If you have a mattress, you will need to advise how many, noting that you cannot have more than four per booking.

Select your collection size from the drop-down menu.
If you have not completed everything here, you will not be able to progress further. 

Step 7: When you click into the month field, this screen will pop up.  

By selecting ‘OK,’ you are locking in a bulky waste collection for the items you checked ‘yes’ to and the date you are about to select. 

Step 8: Click in the month field again and selected your preferred month. 

Step 9: The system will now show all available dates for your property for that month.   

Please select the date most suitable for your household from this list. 

Step 10: You can now see the date the collection will occur. Please place your items on the kerbside correctly the night before (please visit penrith.city/bulkywaste for more information on correct and accepted presentation).  

Enter any additional notes that may assist the collection trucks on the day. 

 

Step 11: ‘Requestor Details’ will auto-populate. ‘Requestor Details’ will auto-populate.
Please ensure you tick the boxes acknowledging the T&Cs and collection of information in accordance with our privacy policy.
Select ‘Submit’.

 

Step 12: A confirmation email containing the booking reference number and booking details will be sent to your nominated email address.

 

How to submit a maintenance request - Council Parks Buildings and Venues

1. Go to https://my.penrith.city 

2. Login to your account

3. Select Raise Request

4. Select Parks, Buildings & Venues

5. Select the most appropriate Request Type from the drop-down menu.

6. Include as much details as possible in the Request Details field. 

Please note: Specific details about the request will help Council understand the issue and improve completion time. 

Tips:

• Add specific field numbers (If known) e.g., Jamison Field 1
• Identify locations with compass direction e.g., South-eastern quarter
• Use meters figures e.g., 5 metres from the sideline
• Think of the quantity e.g., 2 Floodlights globes out 

7. Attach photos of the issue. 

8. Click Submit.Your request will be saved in “My Request History”.

A confirmation email will be sent to the email address including a reference number.

How to review request history?

1. Login to your account.  

2. Click on My Requests History 

3. Select My Open Cases, My Closed Cases or All My Cases.

All cases will populate similar to below: