Compliments, Requests For Service & 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.
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, program 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 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 the Chief Executive Officer on 8366 9239 for more information.
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.
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 you would like us to review your Traffic or Infringement notice please click here.
Request for Service
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.
To complete a customer request form, click here.
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.
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.
Request for Formal Review of a Council Decision
If you would like Council to formally review a decision of either Staff or Council, you are encouraged to make a written application to the Chief Executive Officer (this will enable you to clearly and concisely state your concerns). Your letter or email 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 letter/email, including the use of an interpreter, providing assistance for people with a disability, or referring applicants to an advocate.
Letters should be addressed to Chief Executive Officer, Campbelltown City Council, PO Box 1, CAMPBELLTOWN SA 5074 or email firstname.lastname@example.org
Suspected corruption, misconduct or maladministration in public administration can be reported to the Office for Public Integrity. The preferred mechanism for making complaints is via an Online website form. Alternatively, you can contact the agency as per details below.
Phone: 8207 1777 or 1300 782 489 (for country callers)
Post: GPO Box 11066, ADELAIDE SA 5001
Street address: Level 1, 55 Currie Street, Adelaide, SA 5000.