8
Complaints
Council welcomes feedback about its services at any time, but particularly if you have
are dissatisfied about a product, service, action, behaviour or decision. This may be
because the product or service, or the behaviour of Council’s representative does not
meet your expectations and/or the standard stated or implied by Council. This includes
dissatisfaction about a service that has been or should have been delivered at a certain
time or in a certain way.
So that we can assist you as promptly as possible, all Council staff are able to receive
and handle your complaint in the first instance. In some cases, your complaint will be
passed to someone else within the Council. This may occur where a Council Officer has
been involved in the matter that you wish to complain about, where your complaint is
about an issue that requires a decision to be made at a more senior level, or where your
complaint relates to more than one Council work area.
Where a resolution of your complaint is not possible at the time you make the
complaint, we will acknowledge that it has been received within five working days.
Council will let you know the likely timeframes required to resolve the complaint, and
provide you which information about the progress of the complaint.
In all cases, Council will provide you with a response to your complaint, stating how
decisions were made, and giving you options should you consider the response to be
unsatisfactory. These options may include making an appeal to Council, or contacting
an external agency such as the SA Ombudsman.
Council Staff are required to adhere to a Code of Conduct. Any person may make a
complaint under this Code.
You can make a complain
t
• In person at the Civic Centre,
or any Council Library or
Community Centre
• By calling us on
(08) 8405 6600
• Via the comments and
compliments link within Council’s
online service
• By sending an email to customer.
• By sending a letter to PO Box
110, Port Adelaide, SA 5015
Examples might
include:
• Complaining about
property damage
caused by a
footpath repair on
your street
• Complaining
about how you
were treated by
a Council staff
member
You can help us to process
your complaint by:
• Clearly stating as much
information as possible
including the problem,
the date, time and
location of an incident
as applicable, and your
preferred remedy or
solution
