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.

Compliments Form

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.

Customer Request Form

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.

General Complaints Form

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.

In line with the transitional arrangements available to Local Government, Council has adopted the LGA's Model Behavioural Management Policy as its Behavioural Management Policy until such time that a subsequent policy is adopted.

Who can lodge a complaint?

As per Clause 4 of the Policy, 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

• As per Clause 4.5 of the policy, a complaint must be lodged in writing (can be by email or letter).
• The title of the email or address must be marked as  ‘Confidential Council Member Complaint’ and it should be sent to Paul Di Iulio, Chief Executive Officer by either sending it:
• By Email to pdiiulio@campbelltown.sa.gov.au or
• By letter to Chief Executive Officer, Campbelltown City Council, PO Box 1, CAMPBELLTOWN SA 5074
• The complaint needs to include the following:
• 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, Deputy Mayor 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 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 mail@campbelltown.sa.gov.au

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.