Customer service charter & standards
At City of Adelaide we realise in order to create a great city, and a great Council, we need to work with our community and our customers.
Customer Charter
Council's Customer Charter has been developed to summarise our commitment to you, our customers.
The Charter lets you know what kind of service you can expect from us, and what to do if you feel those expectations haven’t been met.
You can download and read the Charter.
Customer service standards
Our customers contact us for various differing services. Council has dedicated staff that are ready to respond and finalise customer requests as soon as possible. We are committed to quality service delivery so our commitment to you is to achieve results and meet timelines in our service delivery. Please refer to our Customer Service Standards for further information about our service delivery.
You can expect the following response times when contacting our Customer Service Centre by:
Telephone
| Customer Request | Service Level |
| Answering incoming telephone calls | Answer 80% of calls within 20 seconds |
| Customer Request | Service Level |
| Acknowledge your email | Within 1 business day |
Written correspondence
| Customer Request | Service Level |
| Answering your letter | Within 10 business days |
In addition, the following standards apply to specific services provided by Council:
| Customer Request | Service Level |
| Residential domestic rubbish removal | Collected weekly |
| Residential recycling collection | Collected fortnightly |
| Residential green waste collection | Collected fortnightly |
| Request for a replacement bin | Made within 2 -5 working days |
| Request made for a repair to a damaged bin. | When bin left kerbside at time of next scheduled collection |
| Customer Request | Service Level |
| Cardboard Recycling collection for businesses | Collected weekly |
| Customer Request | Service Level |
| Removal of illegally dumped hard rubbish | Within 5 business days |
| Customer Request | Service Level |
| Reports for unsafe worksite made by phone Mon-Fri during business hours | We will inspect within 1 hour |
| Customer Request | Service Level |
| General Building Compliance Inspections (with required documentation) | We will inspect within 2-3 business days |
| Customer Request | Service Level |
| Requests for home help, domestic, personal care, maintenance and transport (Adelaide residents only) | Acknowledgement made within 1 business day for all eligible clients |
| Customer Request | Service Level |
| Offensive Graffiti | We will assess and remove within 24 hours |
| High Profile areas | We will assess and remove within 48 hours |
| Medium to low profile areas | Will remove within 12-20 business days |
| Customer Request | Service Level |
| New event application | We will acknowledge your request within 5 business days |
| Enquiries relating to an existing event booking | We will respond within 2 business days |
| Customer Request | Service Level |
| Hazardous/dangerous situations | We will clean the area within 24 hours |
| Other issues depending on nature of issue | We will clean in accordance with general maintenance program |
| Customer Request | Service Level |
| Hazardous/dangerous situations | We will respond and make safe within 24 hours |
| Other issues depending on nature of issue | We will repair in accordance with general maintenance program |
| Customer Request | Service Level |
| Customer reports a vehicle illegally parked | Parking inspector will assess and take appropriate action within 2 business hours |
| Customer Request | Service Level |
| Routine searches (Full Search) | We will forward the information within 8 business days |
| Rates only -(Section 187) | We will forward the information within 48 hours |