Feedback and Complaints

Our Commitment

We are committed to providing our community with a fair, consistent and structured process when dissatisfied with a Council action, decision or service.

Emphasis will be placed on resolving complaints as quickly as possible, however where complaints cannot be settled in the first instance we will ensure they are dealt with through appropriate and more formal procedures by staff with the authority to make decisions.

The lessons we learn from investigating complaints will be used to inform service improvements.

Our principles for approaching complaint handling and internal reviews of Council decisions are:

Fairness   Treating complainants fairly requires impartiality, confidentiality and transparency at all stages of the process.
Accessibility To be accessible there must be broad public awareness about Council’s policy and range of contact options.
Responsiveness This will be achieved by providing sufficient resources, well trained staff and review and improvement of the systems.
Efficiency Customer requests will be dealt with as quickly as practical while adhering to this policy.
Integration Integration of different areas of Council where the complaint overlaps functional responsibilities.

Lifecycle of a complaint

Feedback and Complaints

How do I contact you with my complaint?

Our aim is to provide you with a great experience each time you contact us, however we understand this doesn’t always happen. To help us improve our service to you, we rely on hearing from you. You can contact us in the following ways:

  • Phone us on 8256 0333
  • Email us at playford@playford.sa.gov.au
  • Write to us at City of Playford, 12 Bishopstone Road, Davoren Park, SA, 5113

We may not always be able to resolve your issue, and sometimes complaints are more complex and require further investigation by a more senior person. In our Complaints Handling Policy we call these Tier 2 and Tier 3 complaints. If your complaint needs further investigation, you can apply for a review by following steps outlined in our Complaints Handling Procedure or contact us to seek guidance. You can read more about the full process in our policies and procedures:

There are alternate procedures which apply to particular types of complaints. See 'Other Complaint Procedures' below for more information.

What if I’m not satisfied with the outcome?

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 (Tier 3 Complaint).

This process is established by legislation and it enables Council to reconsider all the evidence relied on to make a decision, including any new evidence you may have that is relevant.

Full details of the Internal Review of a Council Decision process (Tier 3 complaint) can be found in the Complaints Handling Procedure and the Internal Review of a Council Decision Procedure.

Timeframes for investigating complaints

Our aim is to work with you to resolve complaints as quickly and effectively as possible when we hear from you.

In situations where we are unable to immediately resolve your complaint and further investigation is required, our aim is to remediate these within 10 days. Where it is not possible to meet this timeframe, we will continue to keep you informed of progress throughout the process of reviewing your complaint.

Feedback and Compliments

We would also love to hear from you if you have general feedback that will assist us to improve services, or if you’ve had a positive experience with Council. You can submit this in the same way:

  • Phone us on 8256 0333
  • Email us at Playford@playford.sa.gov.au
  • Write to us at City of Playford, 12 Bishopstone Road, Davoren Park, SA, 5113

Other Complaint Procedures

There are other complaint procedures which apply to particular types of complaints. Some examples of these are:

 Decisions made under legislation other than the Local Government Act, such as:

Freedom of Information - Click Here

Insurance Claims

Complaints of Misconduct against a Council Member (Elected Member)

Please refer to the Code of Conduct for Council Members Complaints Handling Procedure to determine if a breach has occurred and for the full procedure.

These complaints must be in writing to the CEO, marked confidential, outline who is the subject of the complaint, identify yourself (the complainant), state the circumstances of the alleged breach and provide as much supporting evidence as possible. 

Complaints of Misconduct against Employees (including the CEO)

Please refer to the Code of Conduct for Council Employees.

To submit a complaint, clearly outline what section of the Code of Conduct has been breached and follow the Complaints Handling Procedure for Tier 2 complaints. Complaints about Employees must be marked confiential and to the attention of the CEO. If the CEO is the subject of the complaint, it must be sent attention to the Mayor.

Independent Commissioner Against Corruption (ICAC) & Office for Public Integrity (OPI)

Council is a public authority and its employees are public officers subject to the Independent Commissioner Against Corruption Act 2012. The following types of conduct are assessed by the OPI and referred to ICAC for investigation:

  • Corruption;
  • Misconduct; and/or
  • Maladministration

If the ICAC determines through investigation there is evidence of the above, referral to the relevant authority will occur. The ICAC cannot commence criminal proceedings or prosecution.

You can access further information or report by visiting www.icac.sa.gov.au.

Whistleblower Protection Policy

Click here to view City of Playford's Whistleblower Protection Policy.

Post: 12 Bishopstone Road, Davoren Park SA 5113 | Visit: Playford Civic Centre, 10 Playford Boulevard, Elizabeth
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