Feedback and complaints
We are committed to providing quality service to our customers and aim to provide services fairly and efficiently. We monitor customer requests and complaints to identify ways in which we can proactively improve our services.
Council has a Request for Service and General Complaint Handling Policy that guides how staff manage service requests and general complaints. We encourage customers to contact us when they need support to resolve an issue.
If you are not satisfied with how a request for service or general complaint is initially handled, we are happy to provide information regarding how to request a more formal review of Council’s Decision on a matter, or to advise, on request, alternative external authorities through which a customer may seek assistance. Please refer to the Internal Review of Council Decisions Policy or contact us on 08 8366 9222 for more information.
There is an important difference between a request for service and a complaint:
- A Customer Request includes a request to take action about a Council service, or a request for information. Customers may request that Council Staff inspect, remove, replace, repair or reinstate Council facilities or amenities which have been damaged or appeal for information about a Council service, program or project.
- A Customer Complaint includes where you are dissatisfied with how we have delivered a service, program, or project; you don’t agree with a decision that has been made by Council or its staff; or you are unhappy with how a Staff member behaved whilst conducting their role.
If your complaint relates to a traffic infringement, please refer to our parking page for how to appeal a parking fine.
Campbelltown City Council places great emphasis on the delivery of outstanding customer service. We try hard to ensure that we provide up to date knowledge and promote exceptional customer service.
If one of our staff has given you exceptional service in any way or if you have had a positive experience dealing with the Campbelltown City Council, please let us know. Recognising outstanding efforts assists us in encouraging and promoting excellent customer service across the organisation.
Council has a well established Customer Request process that enables Staff to efficiently follow up where action needs to take place in regard to Council facilities, services, programs or projects.
We place an emphasis on resolving requests for service and general complaints as quickly as possible, however also acknowledge that from time to time, customers may be dissatisfied with how a service or project has been delivered. We encourage customers to advise us of things which have gone wrong so we can rectify matters where appropriate.
If your complaint relates to a traffic infringement, please refer to our parking page for how to appeal a parking fine.
When we receive your complaint, we will arrange for the relevant line manager to investigate your concerns. While most concerns can usually be resolved very quickly, there are times when they require a more detailed investigation. Normally you can expect acknowledgement of your complaint within 3 working days. We will investigate your complaint and advise you of the outcomes normally within 10 working days. If your complaint is not easily resolved or is of a serious nature it will be referred to the relevant General Manager.
When it is not possible to meet deadlines due to the nature of the investigation, you will be kept informed throughout the investigation.
If you are in doubt about how your complaint is being handled, please gain assistance from one of our friendly Customer Service Officers located within the Council Office or call 8366 9222.
A new Behavioural Management Framework for Elected Members commenced on 17 November 2022 as a result of reforms made to the Local Government Act 1999.
Council has adopted its own Behavioural Management Policy to support the management of complaints received about its Elected Members.
Who can lodge a complaint?
All Community members can lodge a complaint with the Council in accordance with this Policy but cannot lodge a complaint directly with the Behavioural Standards Panel.
How to lodge a complaint
A complaint must be lodged in writing, marked as ‘Confidential Council Member Complaint’ and sent to the Chief Executive Officer either:
- By email:
pdiiulio@campbelltown.sa.gov.au
or - By mail:
Chief Executive Officer
Campbelltown City Council
172 Montacute Road
Rostrevor SA 5073
The complaint needs to:
- Provide the name of the Elected member who has allegedly breached the behavioural standards set out in the state-wide Conduct Management Framework, the name and contact details of the complainant, the name and contact details of the person submitting the complaint (if different to the complainant) and the name and contact details of any witnesses or other persons able to provide information about the complaint.
- Be specific (including identifying the behavioural requirements the complainant alleges have been breached)
- Provide as much supporting evidence as possible to assist an investigation, including the grounds and circumstances of the complaint (e.g. where, when, impact of the behaviour, actions taken to try to resolve the issue, relevant records or documents)
- Identify the outcome being sought
- Be lodged within six (6) months of the alleged conduct occurring on the basis that it is important to address alleged breaches of behavioural requirements in a timely manner (with discretion provided to the person responsible for managing the complaint to allow a longer time limit to apply in particular cases. This will be assessed on a case-by-case basis).
Council has 3 responsible officers for managing complaints about Elected Members; Mayor Jill Whittaker, Cr John Flynn and Cr Matthew Noble.
Further information about this program can be sought from Lyn Barton, Manager Governance (mail@campbelltown.sa.gov.au) or by contacting the Behavioural Standards Panel directly.
If you would like Council to formally review a decision of either Staff or Council, you are encouraged to make an application to the Chief Executive Officer (this will enable you to clearly and concisely state your concerns).
Your application should include:
- a statement clearly indicating that you would like the decision reviewed under Section 270 of the Local Government Act 1999;
- details of the decision which you would like to have reviewed;
- a statement outlining the reasons that you have requested the review; and
- any other relevant information.
Staff are able to facilitate assistance for applicants where necessary to help prepare the request, including the use of an interpreter, providing assistance for people with a disability, or referring applicants to an advocate.
An application must be lodged in writing and sent to the Chief Executive Officer either:
- By email:
pdiiulio@campbelltown.sa.gov.au
or - By mail:
Chief Executive Officer
Campbelltown City Council
172 Montacute Road
Rostrevor SA 5073
Suspected misconduct or maladministration in public administration should be reported to the Ombudsman. For further information, visit www.ombudsman.sa.gov.au/make-a-complaint.
Suspected fraud or corruption in public administration can be reported to the Office for Public Integrity. For further information, visit www.publicintegrity.sa.gov.au.