Feedback and complaints

At City of Adelaide, we aim to give you a great experience every time you contact us or use one of our services. Your feedback on our processes, decisions, services and staff is really important to us because we use it to monitor and improve our services for the benefit of all of our customers.

We do our best to ensure that your feedback is heard, reviewed, and actioned. We do this in line with our policies:

You can assist us in this by:

  • Providing as much information as you can about your experience.
  • Advising us if matters are urgent or time sensitive.
  • Being respectful in your dealings with us.

Suggestions, requests, enquiries and compliments

To help us improve our service and your experience, we welcome our suggestions on how we can improve. We also understand that you may have some enquiries or requests that would like to make and we’d also love to hear if you have had a positive experience with Council.

You can provide suggestions, requests, enquiries and compliments to us by the channels below:

8203 7203
PO Box 2252, Adelaide, SA, 5001

Complaints

We always aim to provide the great experience, however, we understand this doesn’t always happen. To help us improve our service and your experience, we often rely on you, our customers, to let us know when we have an opportunity to do so.

If you have had a negative experience with Council, we want to hear about it. You can provide your complaint to us through the channels below:

8203 7203 
GPO Box 2252, Adelaide, SA, 5001

    What happens next?

    We will always aim to solve your issue the first time you contact us. If we can’t offer you an immediate resolution, we will give you details about our next steps: how long it will take us, what is involved in getting you a resolution, and who in Council is helping to get that resolution.

    What if I’m not satisfied with the result?

    We may not always be able to resolve your issue the way you want us to, but we always aim to act within our legislative and policy frameworks, in a fair and reasonable manner.

    If you don’t receive the outcome you expected, firstly you can request an internal review of a Council or officer decision under Section 270 of the Local Government Act 1999 by submitting details of the decision you wish to have reviewed and the reason you believe the decision should be reconsidered to:

    GPO Box 2252 Adelaide 5001

    If you are still dissatisfied following the outcome of the Section 270 review you can contact the Office of the Ombudsman who will conduct an external review of our decision.

    Full details of the Section 270 Review process can be found in the Complaints Handling Operating Guidelines.

    Want to have your say on the future of Adelaide?

    To provide feedback on projects and activities proposed for the City of Adelaide visit yoursay.cityofadelaide.com.au.