Council is committed to the provision of quality service to customers and regards complaints as an opportunity to improve practices and procedures as well as resolve the matter.
Please note if you wish to dispute a parking expiation notice, please refer to our Dispute an Expiation page.
A person can make a compliant at any time about a product or service delivery of Council by:
A person who makes contact with Council via Telephone or in person will be asked to submit their complaint in writing, if the matter cannot be satisfactorily resolved at the point of initial contact with Council.
To assist Council to process the complaint, the following details should be provided, if relevant:
- Date, time and location of event(s);
- Description of the event(s);
- Names of Council employee(s) to whom you spoke and dates;
- Copies or references to letters or documents relevant to the complaint;
- The outcome that is hoped to be achieved.
Any complaint received will be resolved as quickly as possible, while ensuring the matter is dealt with at a level that reflects its level of complexity.
It is recommended that you read Council’s Complaints Handling Policy 9.63.26 which outlines the process of making a complaint, how Council will handle and process the complaint and the escalation process.
Where a complaint cannot be resolved in the first instance, Council will advise the complainant of the process to be undertaken. A Council member will respond within 10 days to acknowledge the receipt of the complaint, and where possible, the resolution at the time. If a resolution is not possible within the 10 days, the complainant will be kept regularly informed of the progress, either by email, letter or personal contact.
As a customer of Council if you are dissatisfied with a decision made by Council, its employees or persons acting on behalf of Council you have the right to make an application for review of a decision under Section 270 of the Local Government Act 1999. This process is generally the last resort in the complaint handling process. Please refer to Council’s Internal Review of Council Decisions Policy 9.63.2 about the review process and how to make an application for review of a decision.
If you are still dissatisfied with the outcome of the Section 270 review you have the right to make a complaint to an external agency such as Ombudsman SA.
Need more information
If you have any questions regarding providing feedback to Council or about the complaint handling process, please contact:
City of Port Lincoln
Corporate Services Team
9.00am – 5.00pm, Monday to Friday
Phone: 8621 2300