The Adelaide Hills Council is committed to the provision of a high level of customer service. As such, we strive to achieve customer service excellence and to deliver services in a professional, coordinated and timely manner.
In the first instance, all requests for services or information, enquiries to Council and any comlpaints should be lodged using Council's Customer Request Form. When submitted, this form will create a case for you and send it to the appropriate department.
We recognise the importance of complaints to the organisation and regard them as opportunities to put things right or to improve our services. Complaints provide the organisation with an opportunity to gather information on a variety of services, service delivery methods, and customer needs and expectations. This information helps us work towards improving the level of customer service.
Council's Complaints Handling Policy aims to provide Council and its administration with principles and guides to effectively deal with and manage complaints from the community.
This policy will apply only when staff have been unable to resolve a complaint informally or the customer wishes for the complaint to be escalated and reviewed.
Formal requests for the review of Council decisions, under S270 of the Local Government Act, are to be made in writing to the Chief Executive Officer providing the following details:
and be clearly identified as a request for a review of a Council decision.
Applications may be lodged by mail, delivered to any service centre of the Council, or by electronic mail to email@example.com. No fee is payable to lodge an application for review.
Applicants may wish to utilise the following form prepared by Council.