Service Standards and Complaints

Our Commitment to You
We aim to consistently deliver excellent service. We do this by being available, helpful, empathetic, responsive and reliable.

Our Service Standards
Keeping our community informed and being responsive to enquiries and requests is a key priority for us, and that's why we commit to standard timeframes for all of the services we provide.


Here's what you can expect from us (all timeframes are in calendar days):

Customer RequestService Standard
Answering correspondenceWe will respond to emails and letters within 7 days of receipt
Answering incoming phone callsWe will answer 75% of calls to our contact centre within 30 seconds
Requests made via our websiteWe will acknowledge requests made via our website within 1 day
Updating customer detailsWe will update your contact details within 5 days


New Event ApplicationsWe will acknowledge receipt of new applications within 5 days
Illegal Burning ComplaintsWe will investigate reported illegal burning within 24 hours
Health ComplaintsWe will investigate and respond to reported food complaints within 24 hours
Illegally Dumped RubbishWe will remove illegally dumped rubbish within 3 days
Library ServicesWe will respond to requests to purchase materials within 10 days
Dog AttacksWe will respond to reported dog attacks within 24 hours
WaspsWe will investigate and action reported European Wasp nests within 7 days
Development ApplicationsWe will, on average, make a decision on planning consent within 12 weeks of receipt of the application
Development ApplicationsWe will approve fast track Development Applications within 28 days
Missed BinsWe will collect missed domestic bins within 2 days
Request for bin repair or replacementWe will action requests for bin repair or replacement within 7 days
Footpath Repairs – HazardousWe will respond and make safe hazardous footpath issues within 24 hours
Footpath Repairs – Other We will repair other footpath issues in accordance with our general maintenance program
Road Repairs – HazardousWe will respond and make safe hazardous road and pothole issues within 24 hours
Road Repairs – OtherWe will repair other road and pothole issues in accordance with our general maintenance program
Stormwater Repairs – HazardousWe will respond and make safe hazardous stormwater and flooding issues within 24 hours
Stormwater Repairs – OtherWe will resolve other stormwater issues in accordance with our general maintenance program
Trees – HazardousWe will respond and make safe hazardous tree issues within 24 hours
Trees – OtherWe will resolve other tree issues in accordance with our general maintenance program

Lodging a Complaint

If you believe we have not delivered a service to a satisfactory standard, you are encouraged to review our Complaints Handling Policy and lodge a formal complaint if required. You can make a complaint in a number of ways:

How Your Complaint is Managed
Complaints will broadly be dealt with according to a three step approach, with complaints being dealt with at the first point of contact wherever possible:

Step 1 | Immediate response to resolve the complaint
All staff are empowered to handle complaints in the first instance and it is preferable that they are dealt with promptly at the initial point of contact and at the appropriate officer level.

Step 2 | Complaint escalated to a more senior officer
A complaint will be directed to a more senior officer in the Council, where circumstances indicate that the complaint would be more appropriately handled at a higher level.  This may occur, for example, where an officer has been involved in the matter that is the subject of the complaint, where the complaint is about an issue that requires a decision to be made at a more senior level, or where a complaint concerns a matter that ranges across more than one Council work area.

Step 3 | Internal review of a Council decision by statutory process
Internal review of a Council decision is available under section 270 of the Local Government Act 1999. This is a process established by legislation that enables a Council to reconsider all the evidence relied on to make a decision, including new evidence if relevant. This process is generally a last resort in the complaint handling process, but may also be used in situations which are not able to be resolved by other means, such as a complaint about a decision of the CEO. Details of the internal review process and an application form are contained in the Internal Review of Council Decisions Policy.

Council acknowledges that we conduct our business on the traditional lands and waters of the Peramangk and Kaurna people. We pay our respects to Elders past, present and emerging as the Custodians of this ancient and beautiful land.
© Copyright Adelaide Hills Council 2020