Make a Complaint
Making a complaint
We are working hard to improve our customer service to you, with complaints providing an opportunity to improve our service. Equally, we would like to know when our staff have performed well so that we can acknowledge them, fostering a customer focused service.
It is important to know what type of complaint Council can address as complaints rarely fit neatly into one particular category as they can involve a number of matters and potentially agencies depending on the circumstances. Provided in the table below is a general guide to help you, however, please ring customer service on 8269 5355 in the first instance to assist you with identifying your complaint including the process or appropriate agency to manage it.
How to lodge a complaint about a decision or service of Council
Our Customer Experience Team will attempt to work with you to resolve the complaint at the first point of contact, however if this cannot be achieved, the complaint will be escalated to a more senior officer in the relevant department your complaint relates to.
Should you remain dissatisfied with the management or outcome of your complaint by a more senior officer as described above, or the complaint directly relates to a decision of council, you may request a review. This process requires the completion of Review of a Council Decision Application Form and the payment of a $20 fee.
Once this form is completed and the fee is paid, your application can progress to an initial assessment. At this point an officer will be in contact with you to advise of the status of your application and anticipated timeframes.
Please refer to the Internal Review of Council's Decision Procedure for more detail, however if you require assistance please do not hesitate to phone or email us at admin@prospect.sa.gov.au
| Type of complaint | Who manages the complaint ? (in the first instance) |
|---|---|
| Rates - setting or paying | Council |
| Council Policy | Council |
| How I was spoken to/treated by Council | Council |
| A Council or Council Officer decision | Council |
| Parking permits or fines | Council and/or Fines Enforcement Recovery Unit |
| Bins not collected or broken | East Waste |
| Development Approval | PlanSA |
My neighbours; Fence, Trees, Noise or odour, Yard, Animal behaviour, Light spill onto my property, Behaviour. | These matters are generally civil matters between neighbours. The South Australian Legal Services Commission has the following Information available to assist members of the public understand their legal rights in relation to these matters via a Law Handbook (see link below). https://lsc.sa.gov.au/LawHandbook Just click on the link above and select the matter or topic you wish to know more about. Council may also be contacted to assist in some instances involving nuisance which can include; noise, odour, smoke, fumes, unsightly conditions, animal behaviour and littering however, depending on the circumstances, any complaint must meet legislative requirements for Council to intervene under the Local Nuisance and Litter Control Act 2016 (SA) and potentially the Dog and Cat Management Act 1993 (SA). |
Offences against you or your property such as;
| South Australian Police |
| Traffic matters such as; Speeding, Illegal driving, Parking (see above). | South Australian Police |