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 Charter - English

Customer Charter - Mandarin

Customer Charter - Cantonese

Customer Charter - Arabic

Customer Charter - Korean

Customer Charter - Italian

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 RequestService Level
Answering incoming telephone callsAnswer 80% of calls within 20 seconds

Email

Customer RequestService Level
Acknowledge your emailWithin 1 business day

Written correspondence

Customer RequestService Level
Answering your letterWithin 10 business days

In addition, the following standards apply to specific services provided by Council: 

Customer RequestService Level
Residential domestic rubbish removalCollected weekly
Residential recycling collectionCollected fortnightly
Residential green waste collectionCollected fortnightly
Request for a replacement binMade 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 RequestService Level
Cardboard Recycling collection for businessesCollected weekly
Customer RequestService Level
Removal of illegally dumped hard rubbishWithin 5 business days
Customer RequestService Level
Reports for unsafe worksite made by phone Mon-Fri during business hoursWe will inspect within 1 hour
Customer RequestService Level
General Building Compliance Inspections (with required documentation)We will inspect within 2-3 business days
Customer RequestService 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 RequestService Level
Offensive GraffitiWe will assess and remove within 24 hours
High Profile areasWe will assess and remove within 48 hours
Medium to low profile areasWill remove within 12-20 business days
Customer RequestService Level
New event applicationWe will acknowledge your request within 5 business days
Enquiries relating to an existing event bookingWe will respond within 2 business days
Customer RequestService Level
Hazardous/dangerous situationsWe will clean the area within 24 hours
Other issues depending on nature of issueWe will clean in accordance with general maintenance program
Customer RequestService Level
Hazardous/dangerous situationsWe will respond and make safe within 24 hours
Other issues depending on nature of issueWe will repair in accordance with general maintenance program
Customer RequestService Level
Customer reports a vehicle illegally parkedParking inspector will assess and take appropriate action within 2 business hours
Customer RequestService 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